Hybrid Senior Tech Support & Customer Advocate

Placements24; Gqeberha; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Career development

Performance bonuses

Job summary

Placements24 is sourcing a Senior Customer Support Specialist for a leading telecommunications innovator in Port Elizabeth, Eastern Cape. You will deliver top-tier technical assistance and advocate for customers to ensure exceptional service delivery.

Key duties include handling inquiries via multiple channels, diagnosing issues, educating users on features, and maintaining CRM records. You will mentor junior staff and contribute to knowledge base while upholding SLAs.

Qualifications

• Minimum 3–5 years in a customer support role in a technical environment.
• Excellent communication, interpersonal and problem-solving skills.
• Experience in telecommunications is highly advantageous.

Responsibilities

• Respond to customer inquiries via phone, email and chat with timely resolutions.
• Troubleshoot and diagnose technical issues, offering clear, concise solutions.
• Escalate complex issues with thorough documentation and follow-up.
• Educate customers on product features and best practices.
• Maintain detailed CRM records of interactions and transactions.
• Identify trends and provide feedback to product/engineering teams.
• Assist in training and mentoring junior staff.
• Contribute to knowledge base and support documentation.
• Adhere to SLAs and company policies.

Skills

Customer service excellence

Active listening

CRM systems

Troubleshooting

Telecom knowledge

Tools

CRM systems

Helpdesk software

Job description

Placements24 is sourcing a Senior Customer Support Specialist for a leading telecommunications innovator in Port Elizabeth, Eastern Cape. You will deliver top-tier technical assistance and advocate for customers to ensure exceptional service delivery.

Key duties include handling inquiries via multiple channels, diagnosing issues, educating users on features, and maintaining CRM records. You will mentor junior staff and contribute to knowledge base while upholding SLAs.