Customer Support Specialist - Tier 1

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

Benefits offered by this job

Competitive salary

Career growth

Comprehensive training

Collaborative environment

Modern office facilities

Bonuses potential

Diverse customer interactions

Job summary

Placements24 is seeking a dedicated Customer Support Specialist to join its bustling helpdesk team in Midrand. You will be the first point of contact, providing essential support and information about our products and services.

The role requires excellent communication, problem-solving skills, and a passion for helping customers. As part of a dynamic team, you will resolve queries, document interactions in the CRM, and escalate complex issues to higher tiers when needed.

Qualifications

• Experience in a customer service or helpdesk role is desirable.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical abilities.
• Residency or ability to work within Midrand, Gauteng, ZA, or willingness to travel for hybrid requirements.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems to higher tiers when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify and report recurring issues to management to improve overall service delivery.
• Follow communication procedures, guidelines, and policies.
• Contribute to team goals and support colleagues as needed.
• Maintain a high level of product knowledge.

Skills

Customer service

Helpdesk experience

Communication skills

CRM software

Team collaboration

Problem solving

Education

High school diploma or equivalent

Customer service certifications (plus)

Tools

CRM platforms

Live chat tools

Job description

About the Role Our client, a dynamic and growing organization, is seeking a dedicated and empathetic Customer Support Specialist to join their bustling helpdesk team. This is a pivotal role where you will be the first point of contact for customers, providing essential support and information regarding our client's diverse range of products and services. The ideal candidate will possess exceptional communication skills and a genuine passion for problem-solving. This position offers a fantastic opportunity for professional growth within a supportive and fast-paced environment located in Midrand, Gauteng. We are looking for individuals who are proactive, reliable, and committed to delivering outstanding customer experiences. You will be instrumental in building and maintaining strong customer relationships, ensuring satisfaction at every interaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems to higher tiers when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify and report recurring issues to management to improve overall service delivery.
• Follow communication procedures, guidelines, and policies.
• Contribute to team goals and support colleagues as needed.
• Maintain a high level of product knowledge.

Requirements

• Proven experience in a customer service or helpdesk role is highly desirable.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and other support tools.
• Ability to work effectively both independently and as part of a team.
• A patient and understanding demeanor when dealing with customer concerns.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Residency or ability to work within Midrand, Gauteng, ZA or willingness to travel for hybrid requirements.

Benefits

• Competitive salary package.
• Opportunities for career advancement and professional development.
• Comprehensive training on our client's products and services.
• A collaborative and friendly work environment.
• Access to modern office facilities in Midrand, Gauteng.
• Potential for performance-based bonuses.
• Exposure to diverse customer interactions and challenging problem-solving scenarios.
• Contribution to a reputable company known for its excellent customer care.