Customer Support Specialist - Multichannel Engagement

Placements24; South Africa; Hybride; ZAR 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Competitive salary package

Professional development opportunities

Collaborative team environment

Access to modern support tools

Performance reviews and bonuses

Résumé du poste

WhatJobs Direct is seeking a versatile Customer Support Specialist to manage multichannel interactions (phone, email, live chat) from our Polokwane base in Limpopo. You will address inquiries, resolve issues, and provide detailed product information to ensure a high-quality service experience.

In this hybrid role, you will document interactions in the CRM, monitor SLAs, and collaborate with teammates to share insights and improve customer satisfaction.

Qualifications

• Proven experience in customer service or helpdesk across multiple channels.
• Excellent written and verbal English communication.
• Strong problem-solving and attention to detail.
• Experience with CRM software and customer support platforms.
• Ability to manage time and priorities in a dynamic environment.

Responsabilités

• Respond to inquiries across phone, email, and chat promptly and professionally.
• Troubleshoot issues and escalate when necessary.
• Provide accurate information about products/services.
• Document interactions and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Maintain understanding of company offerings and policies.
• Collaborate with team to share insights and best practices.
• Support adherence to SLAs.
• Assist customers navigating digital platforms.

Connaissances

Multichannel support

CRM proficiency

English communication

Time management

Customer-centric mindset

Description du poste

About the Role

Our client, WhatJobs Direct, is seeking a versatile and proactive Customer Support Specialist to manage multichannel customer interactions in Polokwane, Limpopo . This role requires a candidate who can adeptly handle inquiries across various platforms, including phone, email, and live chat, ensuring a consistent and high-quality support experience. You will be instrumental in addressing customer queries, resolving issues, and providing detailed product information. This is an excellent opportunity to join a forward-thinking company that prioritizes customer satisfaction and offers a dynamic work environment. We are looking for an individual passionate about delivering exceptional service and contributing to the growth of our client's reputation.

Key Responsibilities

• Respond to customer inquiries across multiple channels (phone, email, chat) promptly and professionally.
• Troubleshoot and resolve customer issues efficiently, escalating when necessary.
• Provide accurate and comprehensive information about products and services.
• Document all customer interactions and resolutions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Maintain a thorough understanding of company offerings and policies.
• Collaborate with team members to share insights and best practices.
• Contribute to maintaining high service level agreements (SLAs).
• Proactively assist customers in navigating the company's digital platforms.

Requirements

• Proven experience in a customer service or helpdesk role, with exposure to multiple communication channels.
• Excellent written and verbal communication skills in English.
• Strong problem-solving capabilities and attention to detail.
• Proficiency in using CRM software and customer support platforms.
• Ability to manage time effectively and prioritize tasks in a dynamic environment.
• A customer-centric approach with empathy and patience.
• Experience with social media customer service is a plus.
• Must be able to work a Hybrid schedule in Polokwane, Limpopo .

Benefits

• Competitive salary package.
• Opportunities for professional development and skill enhancement.
• A collaborative and supportive team atmosphere.
• Contribution to a company that values its customers.
• Access to modern customer support tools.
• Regular performance reviews and potential for bonuses.
• Convenient work location in Polokwane .