Remote Customer Resolution Specialist | Problem Solver

Placements24; Mossel Bay; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary in ZAR

Fully remote position

Health, dental, and vision insurance

Home office stipend

Paid time off

Retirement savings plan

Access to online learning platforms

Employee assistance program

Job summary

Placements24 is seeking a Remote Customer Resolution Specialist to join our client's global support team. This fully remote role focuses on diagnosing and resolving complex customer issues across multiple channels with a customer-centric mindset.

You will analyze feedback, document resolutions in the CRM, and collaborate with cross-functional teams to improve processes. A minimum of four years in customer/support roles and strong communication skills are required.

Qualifications

• Minimum of 4 years in customer support, technical support, or similar problem-resolution role.
• Ability to troubleshoot and resolve complex customer issues effectively.
• Proven remote-work capabilities with strong time management skills.

Responsibilities

• Investigate, diagnose, and resolve complex customer issues across platforms (email, chat, phone).
• Analyze customer feedback and support tickets to identify recurring problems and trends.
• Develop and implement effective solutions to prevent future occurrences of issues.
• Escalate critical issues to appropriate departments with detailed documentation and context.
• Collaborate with cross-functional teams to ensure timely resolution of customer concerns.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Proactively communicate updates and resolutions to customers in a clear and timely manner.
• Contribute to the knowledge base by creating and updating troubleshooting guides and FAQs.
• Identify opportunities to improve customer support processes and workflows.
• Champion the voice of the customer internally, advocating for improvements based on feedback.

Skills

Analytical thinking

Problem-solving

Written & Verbal communication

Customer-centric approach

Empathy

Education

High school diploma or equivalent

Tools

CRM software

Ticketing systems

Job description

Placements24 is seeking a Remote Customer Resolution Specialist to join our client's global support team. This fully remote role focuses on diagnosing and resolving complex customer issues across multiple channels with a customer-centric mindset.

You will analyze feedback, document resolutions in the CRM, and collaborate with cross-functional teams to improve processes. A minimum of four years in customer/support roles and strong communication skills are required.