Customer Support Specialist - WhatJobs Direct (Midrand)

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

Benefits offered by this job

Medical aid

Retirement fund

Bonuses

Hybrid work model

Paid time off

Wellness initiatives

Job summary

Placements24 is seeking a Customer Support Specialist in Midrand, Gauteng. The role focuses on delivering exceptional service as the primary contact for clients, addressing inquiries, resolving issues, and guiding customers on products and services in a fast-paced environment.

The candidate will handle inquiries via phone, email, and live chat, document interactions in the CRM, and contribute to service improvements while maintaining high satisfaction and supporting onboarding of new team

Qualifications

• 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 CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• A patient and empathetic approach to customer interactions.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
• Provide accurate information about our client's products, services, and policies.
• Document all customer interactions and resolutions in the CRM system.
• Identify and report trends in customer issues to contribute to service improvement.
• Assist in training new team members on customer support procedures and best practices.
• Maintain a high level of customer satisfaction by going the extra mile.
• Adhere to all company policies and procedures to ensure a consistent and reliable service.

Job description

About the Role

Our client, a dynamic and forward-thinking organization, is seeking a dedicated Customer Support Specialist to join their vibrant team in Midrand, Gauteng. This role is pivotal in ensuring customer satisfaction and providing exceptional service. You will be the primary point of contact for clients, addressing their inquiries, resolving issues, and offering guidance on our client's products and services. The ideal candidate will possess strong communication skills, a patient demeanor, and a passion for helping others. This is an excellent opportunity to grow within a company that values its employees and fosters a collaborative work environment. We are committed to delivering high-quality support and building lasting relationships with our clientele.

Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
• Provide accurate information about our client's products, services, and policies.
• Document all customer interactions and resolutions in the CRM system.
• Identify and report trends in customer issues to contribute to service improvement.
• Assist in training new team members on customer support procedures and best practices.
• Maintain a high level of customer satisfaction by going the extra mile.
• Adhere to all company policies and procedures to ensure a consistent and reliable service.

Requirements

• 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 CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• Must be able to commute to our Midrand, Gauteng office for scheduled shifts.

Benefits

• Join a supportive team environment with opportunities for professional development and career advancement.
• Our client offers a competitive salary, comprehensive medical aid, and retirement fund contributions.
• Employees also benefit from ongoing training programs, performance-based bonuses, and access to company wellness initiatives.
• This role offers a hybrid work model, balancing the benefits of in-office collaboration with the flexibility of remote work.
• We believe in work-life balance and provide ample paid time off.
• Further perks include potential for internal mobility and engagement in exciting company projects.