Remote Bilingual Customer Support Specialist

Placements24; Cape Town; Hybrid; ZAR 83,000 - 152,000; Full time

Benefits offered by this job

Fully remote work

Health insurance

Performance bonuses

Training & development

Equipment provided

Job summary

Placements24 is seeking a dedicated Bilingual Customer Support Specialist to join a fully remote team serving clients across South Africa. The role focuses on English and a second language, with duties across phone, email and chat to ensure accurate, empathetic support.

You will document interactions in the CRM, escalate issues when needed, and contribute to knowledge base articles. A home office setup and reliable internet are required, with flexible shifts including evenings or weekends.

Qualifications

• Proven experience in a customer support or client-facing role.
• Exceptional verbal and written communication in English and another language.
• Proficiency with CRM software and helpdesk ticketing systems.

Responsibilities

• Provide customer service and technical support via phone, email, and live chat.
• Resolve inquiries and complaints promptly to maintain high customer satisfaction.
• Document all interactions and resolutions in the CRM system.
• Elevate priority issues to internal teams when necessary.
• Educate customers on product features and troubleshooting steps.

Skills

Excellent communication

Multilingual

Education

High school diploma or equivalent

College degree or certification (nice to have)

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a globally recognized leader in e-commerce solutions, is actively seeking a dedicated and proficient Bilingual Customer Support Specialist to join their fully remote team. This position offers the flexibility to work from anywhere in South Africa, with a primary focus on serving customers in both English and another specified language (please specify required language in application). You will be the first point of contact for customers, providing timely, accurate, and empathetic support via phone, email, and chat. This role is crucial for maintaining our high standards of customer satisfaction and loyalty. We are looking for individuals who are passionate about helping others, possess excellent communication skills, and thrive in a remote-first, customer-centric environment. Your expertise will directly contribute to a positive customer experience.

Key Responsibilities

• Provide exceptional customer service and technical support to clients via multiple communication channels (phone, email, live chat).
• Resolve customer inquiries, issues, and complaints promptly and professionally, ensuring high levels of customer satisfaction.
• Accurately document all customer interactions and resolutions in the CRM system.
• Identify and elevate priority issues to the appropriate internal teams when necessary.
• Educate customers on product features, services, and troubleshooting steps.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Actively participate in team meetings and training sessions to enhance product knowledge and support skills.
• Maintain fluency and professionalism in both spoken and written communication in English and the required second language.

Requirements

• Proven experience in a customer support or client-facing role.
• Exceptional verbal and written communication skills in English and proficiency in an additional language (e.g., Afrikaans, Xhosa, Zulu - specify in application).
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a remote work environment.
• High school diploma or equivalent; college degree or relevant certification is a plus.
• Self-motivated, reliable, and able to work independently with minimal supervision.
• A dedicated home office setup with a stable internet connection.
• Availability to work flexible shifts, potentially including evenings or weekends, as required by business needs.

Benefits

• Competitive hourly wage and potential for performance bonuses.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health insurance benefits.
• Paid training and ongoing professional development opportunities.
• Opportunities for career advancement within a growing global company.
• Access to modern communication and support tools.
• A supportive and inclusive remote team culture.
• Company-provided equipment to facilitate remote work.