Customer Support Specialist (Remote)

Placements24; Bloemfontein; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Remote work

Medical and dental insurance

Generous paid time off

Job summary

Placements24 is seeking a Customer Support Specialist to join a fully remote team supporting customers from anywhere within Bloemfontein. You will be the first point of contact, delivering exceptional service and resolving issues efficiently.

As a remote team member you will collaborate with colleagues across locations, maintaining customer satisfaction and loyalty while contributing to a positive work culture and utilizing technology to deliver outstanding support.

Qualifications

• Proven experience in customer support or helpdesk, preferably remote.
• Excellent written and verbal communication, with an empathetic tone.
• Proficiency in CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and ability to stay composed under pressure.
• Ability to work independently and manage time remotely.
• Reliable internet connection and dedicated workspace required.

Responsibilities

• Handle customer inquiries via email, phone, and chat with timely responses.
• Troubleshoot and resolve product-related issues and service disruptions.
• Document all interactions in the ticketing system.
• Identify recurring issues and provide feedback to product teams.
• Escalate complex problems to senior staff or other departments.
• Contribute to knowledge base and FAQs maintenance.

Skills

Customer support

Excellent communication

Remote work

Time management

Problem solving

Tools

CRM software

Helpdesk ticketing

Job description

About the Role

Our client is seeking a motivated Customer Support Specialist to join their fully remote team, supporting customers from anywhere within Bloemfontein . You will be the first point of contact for customer inquiries, providing exceptional service and resolving issues efficiently. This role is crucial for maintaining customer satisfaction and loyalty, directly impacting the company's brand reputation. As a remote team member, you will collaborate effectively with colleagues across different locations, contributing to a positive and supportive work culture, and leveraging technology to deliver outstanding support.

Key Responsibilities

• Handle customer inquiries via email, phone, and chat, ensuring timely and accurate responses.
• Troubleshoot and resolve product-related issues, service disruptions, and general customer concerns.
• Document all customer interactions, feedback, and resolutions within the support ticketing system.
• Identify recurring customer issues and provide feedback to the product development team for improvement.
• Escalate complex problems to senior support staff or appropriate departments when necessary.
• Contribute to the development and maintenance of the customer knowledge base and FAQs.

Requirements

• Proven experience in a customer support or helpdesk role, preferably in a remote environment.
• Excellent written and verbal communication skills, with a clear and empathetic tone.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and the capacity to remain composed under pressure.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a dedicated workspace are mandatory.

Benefits

• Competitive annual salary package.
• Fully remote working arrangement, providing ultimate flexibility.
• Comprehensive medical and dental insurance plans.
• Generous paid time off and holiday allowance.
• Opportunities for professional growth and skill development through online training.
• A collaborative and inclusive virtual team environment.