Remote Customer Support Specialist - Bilingual (English/Xhosa)

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

Benefits offered by this job

Fully remote work

Flexible working hours

Career growth opportunities

Online training resources

Diverse remote team

Job summary

WhatJobs Direct is expanding its remote workforce and seeks a Remote Customer Support Specialist fluent in English and Xhosa to assist customers across Port Elizabeth. This fully remote role offers flexibility and the opportunity to deliver outstanding service from home.

You will handle inquiries, resolve issues, guide users through product features, record interactions in the CRM, and collaborate with teams to improve customer satisfaction while meeting KPIs.

Qualifications

• Fluent in English and Xhosa, both written and spoken.
• Prior customer service or call center experience.
• Ability to work independently in a remote setup.

Responsibilities

• Provide customer support via phone, email, and chat in English and Xhosa.
• Address inquiries, concerns and technical issues promptly and effectively.
• Guide customers through product features and troubleshooting steps.
• Maintain accurate records of interactions in the CRM system.
• Identify needs and offer proactive solutions to enhance the experience.
• Escalate complex issues to internal teams and ensure smooth handover.
• Meet KPIs for customer satisfaction and resolution times.

Skills

English & Xhosa

Customer service

Remote work

CRM familiarity

Communication skills

Tools

CRM software

Job description

About the Role

WhatJobs Direct is expanding its remote workforce and seeks a dedicated Remote Customer Support Specialist fluent in both English and Xhosa to join our team, serving customers across **Port Elizabeth**. This is a critical, fully remote role designed for individuals passionate about providing exceptional customer service and bridging communication gaps. You will be the first point of contact for a diverse customer base, handling inquiries, resolving issues, and ensuring a positive experience through clear and empathetic communication. This position offers the ultimate flexibility, allowing you to work from anywhere with a reliable internet connection, but is ideal for candidates based in or near **Port Elizabeth, Eastern Cape**.

Key Responsibilities

• Provide outstanding customer support via phone, email, and chat in both English and Xhosa.
• Address customer inquiries, concerns, and technical issues promptly and effectively.
• Guide customers through product features, services, and troubleshooting steps.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify customer needs and proactively offer solutions to enhance their experience.
• Escalate complex issues to the appropriate internal teams when necessary, ensuring seamless handover.
• Contribute to team goals by meeting key performance indicators for customer satisfaction and resolution times.
• Stay up-to-date with product knowledge and company policies to provide accurate information.
• Participate in ongoing training sessions to enhance skills and product expertise.

Requirements

• Fluency in both English and Xhosa (verbal and written) is essential.
• Previous experience in a customer service or call center environment is required.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency in using computers, internet browsers, and common office software.
• Must have a stable, high-speed internet connection and a suitable home office environment.
• Experience with CRM software is a significant advantage.
• A proactive approach to customer satisfaction and a passion for service excellence.

Benefits

• Competitive salary package.
• Fully remote work arrangement offering excellent work-life balance.
• Opportunities for career growth and development within a growing company.
• Access to online training resources and skill-building workshops.
• Be part of a diverse and inclusive remote team.
• Contribute significantly to customer satisfaction in the **Eastern Cape** and beyond.