Customer Support Specialist - Premium Inquiries

Placements24; Midrand; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Retirement benefits

Hybrid work model

Employee assistance program

Team-building activities

Job summary

Placements24 is seeking a Customer Support Specialist in Midrand, Gauteng. You will provide first-line support via phone, email, and chat, resolve issues, and educate customers on product features while maintaining accurate CRM records.

We value collaboration, problem-solving, and customer satisfaction in a hybrid work model. The role offers opportunities for professional growth and exposure to cutting-edge technology.

Qualifications

• Proven experience in customer service or helpdesk.
• Strong communication, both verbal and written.
• Ability to troubleshoot and resolve issues promptly.
• Familiarity with CRM systems.

Responsibilities

• Provide first-line technical and non-technical support via phone, email, and chat.
• Troubleshoot and resolve customer issues; escalate when needed.
• Maintain accurate records in the CRM system.
• Educate customers on product features and best practices.
• Identify trends and provide feedback to product teams.
• Contribute to knowledge base and support documentation.
• Collaborate with internal teams for a unified service.
• Ensure timely, empathetic customer responses.

Skills

Customer service

Communication skills

Problem solving

CRM software

Team collaboration

Multitasking

IT fundamentals

Customer focus

Troubleshooting

Tools

CRM software

Job description

About the Role

Our client, a leading provider of innovative technological solutions, is seeking a highly motivated and customer-centric Customer Support Specialist to join their dynamic team in Midrand, Gauteng . This role is crucial in ensuring our clients receive exceptional support and have a seamless experience with our products and services. You will be part of a dedicated team that values collaboration, continuous improvement, and customer satisfaction above all else. This is an exciting opportunity to grow your career in a supportive and challenging environment, contributing directly to the company's success and reputation in the market. The ideal candidate will possess excellent communication skills and a passion for problem-solving.

Key Responsibilities

• Provide first-line technical and non-technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems as needed.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, functionalities, and best practices.
• Identify trends in customer inquiries and provide feedback to product and development teams.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Ensure customer satisfaction by providing timely, accurate, and empathetic responses.
• Collaborate with internal teams to ensure a unified approach to customer service.

Requirements

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Proficiency in using customer support software and CRM systems.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Adept at managing multiple inquiries simultaneously and prioritizing tasks.
• Understanding of IT support principles and practices.
• Customer-focused mindset with a dedication to exceeding expectations.
• Experience with troubleshooting common software and hardware issues.

Benefits

• Competitive salary package with performance-based bonuses.
• Comprehensive health insurance and retirement benefits.
• Opportunities for professional development and career advancement.
• A vibrant and collaborative work culture.
• Access to cutting-edge technology and training.
• Hybrid work model offering flexibility between office and remote work.
• Employee assistance program.
• Regular team-building activities and social events.