Customer Support Specialist - Tier 1

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

Benefits offered by this job

Hybrid work model

Professional development

Bonuses

Medical aid

Retirement fund

Job summary

Placements24 in Randburg, Gauteng, is seeking a proactive Customer Support Specialist to be the first point of contact for customers, troubleshoot issues, and ensure satisfaction. The role requires strong communication, technical aptitude, and a genuine desire to help others.

You will handle inquiries by phone, email, and chat, document interactions in the CRM, assist onboarding, and contribute to continuous improvement with the team.

Qualifications

• Minimum proven experience in customer service or helpdesk.
• Excellent verbal and written communication.
• Ability to multitask in a fast-paced environment.
• Willingness to learn new systems and processes.

Responsibilities

• Respond to inquiries via phone, email, and chat.
• Diagnose and resolve technical and service issues.
• Escalate complex problems when needed.
• Document interactions and resolutions in CRM.
• Provide product information and guidance.
• Gather customer feedback and report to departments.
• Assist onboarding of new customers and training.
• Maintain high customer satisfaction through problem-solving.
• Share best practices with team to improve support.
• Stay updated on product features and industry trends.

Skills

Customer service

Communication skills

Problem-solving

CRM systems

Time management

Empathy

IT troubleshooting

Team collaboration

Adaptability

Education

High school diploma

Tools

CRM systems

Customer support software

Job description

About the Role

Our client is seeking a dedicated and proactive Customer Support Specialist to join their growing team in Randburg, Gauteng. This is an exciting opportunity for individuals passionate about providing exceptional customer experiences. The role involves being the first point of contact for customer inquiries, troubleshooting issues, and ensuring customer satisfaction. You will play a crucial role in maintaining our client's reputation for outstanding service. This position requires a blend of strong communication skills, technical aptitude, and a genuine desire to help others. The role is designed for an individual who thrives in a dynamic environment and is eager to contribute to a supportive team. We are looking for someone who can quickly learn new products and services to effectively assist our diverse customer base. The ideal candidate will possess a positive attitude and a commitment to excellence in every interaction.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical and service-related issues for customers.
• Escalate complex issues to higher tiers of support when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide product information and guidance to customers.
• Gather customer feedback and report it to the relevant departments.
• Assist with onboarding new customers and provide training on product usage.
• Maintain a high level of customer satisfaction through effective problem-solving and empathy.
• Collaborate with team members to share best practices and improve support processes.
• Stay updated on product features, changes, and industry trends.

Requirements

• High school diploma or equivalent; further education or certifications in a related field are a plus.
• Proven experience in a customer service or helpdesk role is essential.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patient, empathetic, and customer-focused attitude.
• Familiarity with common IT troubleshooting techniques.
• Ability to work collaboratively within a team.
• Must be adaptable and willing to learn new systems and processes.

Benefits

• Competitive salary package.
• Opportunities for professional development and career advancement.
• A supportive and collaborative team environment.
• Access to training programs to enhance skills.
• Potential for performance-based bonuses.
• Exposure to a leading company in its sector.
• Contribution to a company that values customer satisfaction.
• Medical aid and retirement fund contributions.
• Centrally located office in Randburg, Gauteng.
• Hybrid work model offering flexibility.