Remote Customer Support Representative - Tier 1

Placements24; Stellenbosch; Hybrid; ZAR 83,000 - 124,000; Full time

Benefits offered by this job

Competitive hourly wage

Comprehensive training program

Fully remote work

Career progression

Employee discounts

Job summary

Placements24 is hiring a Remote Customer Support Representative to join a fully remote SA team. This entry-level role handles inquiries via chat, email, and phone about orders and accounts, with comprehensive training provided.

You will be the first point of contact, delivering empathetic service and guiding customers through our platform. Ideal candidates are aspiring customer service professionals with strong communication skills, reliability, and the ability to multitask in a remote setup.

Qualifications

• High school diploma or equivalent.
• Customer service experience is a plus but not required.
• Excellent written and verbal communication with friendly tone.
• Strong typing skills and PC proficiency.
• Ability to multitask and manage time in a remote environment.
• Patient, empathetic and customer-centric approach.
• Able to learn quickly and adapt to new tools and processes.
• Reliable high-speed internet and a quiet home workspace.
• Available for flexible shifts, including weekends/holidays.
• Fluent in English and legally eligible to work in South Africa.

Responsibilities

• Respond to customer inquiries via chat, email, and phone in a timely, professional manner.
• Provide accurate information about products, orders, and policies.
• Troubleshoot basic website and account issues.
• Process returns, exchanges, and refunds per guidelines.
• Escalate complex issues to Tier 2 or specialists.
• Document all interactions and resolutions in the CRM.
• Identify customer needs and guide users through platform features.
• Aim to resolve issues on first contact where possible.
• Contribute to achieving team performance metrics.
• Maintain a positive, helpful attitude in all interactions.

Skills

Communication skills

Typing

Multitasking

Empathy

Remote-work adaptability

Fluent English

Education

High school diploma

Tools

CRM software

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is seeking dedicated Remote Customer Support Representatives to join their fully remote team. This is an entry-level position perfect for individuals passionate about providing exceptional customer experiences. As a Tier 1 Representative, you will be the first point of contact for customers, handling inquiries via chat, email, and phone regarding orders, products, and general account issues. This role is entirely remote, allowing you to work from the comfort of your home office anywhere in South Africa . We foster a culture of continuous learning and provide comprehensive training to ensure your success. If you are a patient, empathetic, and communicative individual with a knack for problem-solving, this is an ideal opportunity to launch or advance your career in customer service. Our client values inclusivity and offers equal opportunities for all applicants, embracing a remote-first approach to work.

Key Responsibilities

• Respond to customer inquiries via chat, email, and phone in a timely and professional manner.
• Provide accurate information about products, services, order status, and company policies.
• Assist customers with basic troubleshooting for website and account-related issues.
• Process returns, exchanges, and refunds according to company guidelines.
• Escalate complex issues to the appropriate Tier 2 support or specialized departments.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify customer needs and help customers use specific features of our platform.
• Strive to resolve customer issues on the first contact whenever possible.
• Contribute to team goals by meeting or exceeding performance metrics.
• Maintain a positive and helpful attitude throughout all customer interactions.

Requirements

• High school diploma or equivalent qualification.
• Previous customer service experience is a plus, but not required.
• Excellent communication skills, both written and verbal, with a clear and friendly tone.
• Strong typing skills and proficiency with computers and online platforms.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric approach.
• Ability to learn quickly and adapt to new processes and systems.
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Must be available to work flexible shifts, including weekends and some holidays.
• Fluent in English .
• Legally authorized to work in South Africa .

Benefits

• Competitive hourly wage.
• Paid comprehensive training program.
• Fully remote work arrangement.
• Opportunities for career advancement within the company.
• Employee discounts on company products.
• Health and wellness programs.
• Supportive remote team environment.
• Regular performance feedback and coaching.
• Paid time off accrual.
• Virtual team-building events.