Remote Customer Support Advocate

Placements24; Durban; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive salary and bonuses

Online training and development

Virtual team culture and collaboration

Flexible working hours

Job summary

Placements24 is seeking a dedicated Remote Customer Support Advocate to join a fully remote workforce supporting a global user base. You will be the primary contact for customers, resolving inquiries and ensuring a seamless experience from anywhere with a reliable internet connection.

This remote role emphasizes strong communication, problem-solving, and the ability to collaborate with distributed teams across time zones, while delivering high-quality support and contributing to knowledge

Qualifications

• Proven experience in customer service or technical support.
• Excellent written and verbal communication.
• Strong problem-solving with a patient, empathetic approach.
• Proficient in helpdesk software and CRM systems.
• Able to manage time effectively in a remote environment.

Responsibilities

• Provide customer support via email, chat, and phone.
• Guide users through product features and troubleshooting.
• Document interactions and maintain CRM records.
• Escalate complex issues to internal teams for resolution.
• Contribute to knowledge base with articles and FAQs.
• Monitor customer feedback channels for improvements.
• Adhere to SLAs and performance metrics.
• Collaborate with remote team members across time zones.

Skills

Customer service

Communication

Remote work

CRM proficiency

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is a pioneering digital services company seeking a dedicated Remote Customer Support Advocate to join their fully remote workforce, based out of Durban, KwaZulu-Natal . This role is essential for delivering outstanding support to our global user base. As a remote-first organization, we provide the tools and environment for you to excel from anywhere. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless experience. This is a fantastic opportunity to be part of a forward-thinking company that champions remote work flexibility and professional growth. You will be empowered to provide top-tier support without the constraints of a traditional office setting. If you are self-motivated, possess excellent communication skills, and are passionate about helping others, this remote position is perfect for you. Join our vibrant team and contribute to our mission of providing exceptional online services.

Key Responsibilities

• Provide comprehensive customer support via email, chat, and phone, addressing inquiries and resolving issues efficiently.
• Guide users through product features, troubleshooting common problems, and offering solutions.
• Document customer interactions accurately and maintain detailed records in the CRM system.
• Identify and escal... complex issues to appropriate internal teams for further investigation and resolution.
• Contribute to the development of our knowledge base by creating and updating helpful articles and FAQs.
• Proactively monitor customer feedback channels for potential issues and opportunities to improve the user experience.
• Adhere to established service level agreements (SLAs) and performance metrics to ensure high-quality support.
• Collaborate with remote team members across different time zones to share knowledge and best practices.

Requirements

• Proven experience in customer service, technical support, or a similar client-facing role.
• Excellent written and verbal communication skills, with a clear and concise communication style.
• Strong problem-solving abilities and a patient, empathetic approach to customer interactions.
• Proficiency in using helpdesk software, CRM systems, and other customer support tools.
• Self-disciplined and able to manage time effectively in a remote work environment.
• Reliable high-speed internet connection and a dedicated home office setup.
• Ability to work independently and as part of a distributed team.
• A passion for technology and helping customers succeed.

Benefits

• Fully remote work arrangement, offering maximum flexibility.
• Competitive salary and performance-based bonuses.
• Opportunities for remote professional development and online training.
• A supportive and inclusive virtual team culture.
• Contribution to a company that embraces innovation and remote collaboration.
• Modern digital tools and resources to facilitate your work.
• Flexible working hours within established support coverage needs.