Remote Customer Solutions Advisor

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

Benefits offered by this job

Medical insurance

Retirement savings plans

Remote work environment

Flexible hours

Job summary

Placements24 is seeking an experienced Remote Customer Solutions Advisor to join a fully remote support team. You will guide customers, resolve inquiries, and troubleshoot issues across multiple channels from a home office.

The role emphasizes empathetic communication, product knowledge, and proactive problem-solving within a globally distributed environment. A strong customer-centric mindset and self-motivation are essential for success.

Qualifications

• Proven experience in customer support or advisory role.
• Excellent verbal and written communication.
• Strong analytical and problem-solving abilities.
• Proficient with CRM and helpdesk tools.
• Able to work independently in a remote setting.

Responsibilities

• Provide expert-level support via phone, email, and chat to resolve inquiries.
• Deeply understand product offerings to advise customers.
• Troubleshoot customer problems and document steps in CRM.
• Escalate complex cases to senior advisors when needed.
• Gather feedback and share insights with product and service teams.
• Assist customers with account management, orders, and policy clarifications.
• Maintain high customer satisfaction through proactive engagement and resolution.
• Collaborate with remote team members to share best practices.

Skills

Verbal communication

Written communication

Analytical thinking

CRM software

Remote tools

Education

High school diploma

Tools

Helpdesk systems

Job description

About the Role

Our client is seeking an experienced and empathetic Remote Customer Solutions Advisor to join their fully remote customer support department. This role is designed for an individual passionate about helping customers find the best solutions to their needs, providing in-depth product knowledge, and resolving inquiries efficiently. You will be a key point of contact for customers, offering guidance, troubleshooting assistance, and support across various channels. The ideal candidate possesses excellent communication skills, a proactive problem-solving attitude, and a strong understanding of customer service best practices, all within a remote working context. This is a fantastic opportunity to contribute to customer satisfaction from the comfort of your own home, working with a dedicated and globally distributed team. We value individuals who are self-motivated, detail-oriented, and committed to delivering outstanding service experiences.

Key Responsibilities

• Provide expert-level support and guidance to customers via phone, email, and chat to resolve inquiries and issues.
• Deeply understand our product offerings to effectively advise customers on the best solutions for their needs.
• Troubleshoot technical and non-technical customer problems, documenting steps and resolutions in the CRM system.
• Escalate complex cases to specialized teams or senior advisors when necessary, ensuring a smooth handover.
• Gather customer feedback and provide insights to product and service improvement teams.
• Assist customers with account management, order processing, and policy clarifications.
• Maintain a high level of customer satisfaction through proactive engagement and effective problem resolution.
• Contribute to the development of FAQs, knowledge base articles, and support documentation.
• Adhere to all company policies and service level agreements (SLAs).
• Collaborate effectively with remote team members to share best practices and enhance overall support quality.

Requirements

• Proven experience in customer support, client services, or a related advisory role.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software, helpdesk ticketing systems, and other relevant remote work tools.
• Ability to work independently with minimal supervision and manage time effectively in a remote setting.
• A patient, empathetic, and customer-centric approach.
• High school diploma or equivalent required; further education or certifications in customer service or a related field are a plus.
• Demonstrated ability to adapt to new technologies and processes quickly.
• A reliable internet connection and a dedicated, distraction-free home office environment.
• Strong teamwork skills, despite working remotely.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical insurance and retirement savings plans. We are dedicated to your professional growth, providing access to ongoing training, skill development programs, and opportunities for advancement within the company. As a fully remote position, you benefit from significant flexibility and work-life balance. You will be part of a supportive, collaborative, and innovative global team. Access to the latest support tools and technologies is provided. Standard paid time off and holidays are offered.