Remote Customer Support Specialist - Evening Shift

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

Benefits offered by this job

Remote work

Home office allowance

Professional development

Paid time off

Bonuses

Retirement plan

Job summary

WhatJobs Direct is seeking a Customer Support Specialist to join a fully remote team, delivering world-class service to a global user base. The role emphasizes problem-solving, clear communication, and platform guidance from a home office.

Evening hours are required to support international users. Ideal candidates have strong technical aptitude, 2+ years in support, and the ability to work independently with minimal supervision in a remote setup.

Qualifications

• Minimum 2 years in customer support or helpdesk.
• Strong technical aptitude and quick learning of new software.
• Excellent written and verbal communication with empathetic tone.
• Self-motivated and able to work independently remotely.
• Reliable high-speed internet and dedicated quiet workspace.
• Ability to work flexible hours including evenings/weekends.

Responsibilities

• Respond to customer inquiries via email, chat, and phone during evening hours.
• Diagnose and resolve platform issues with clear step-by-step guidance.
• Guide users through platform features to maximize value.
• Document interactions and resolutions in the CRM system.
• Suggest knowledge base improvements based on recurring issues.
• Collaborate with remote colleagues to ensure a cohesive experience.

Skills

Customer support

CRM software

Troubleshooting

Written communication

Remote work

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client, WhatJobs Direct, a pioneering force in the recruitment technology sector, is seeking an exceptional Customer Support Specialist to join their fully remote team. This is a unique opportunity for a driven individual to provide outstanding support to a global clientele, contributing to the seamless delivery of our client's innovative platform. You will be essential in ensuring customer satisfaction through efficient problem-solving and clear communication, all from the comfort of your home office. This role is specifically designed for a remote-first approach, offering unparalleled flexibility to individuals who thrive in independent work environments. As a vital member of the support team, you will handle a variety of customer inquiries, troubleshoot technical issues, and provide guidance on platform usage. Your dedication to excellence and proactive approach will be highly valued. This position is ideal for candidates who possess strong technical aptitude and a passion for delivering world-class customer service, contributing to the continued success and growth of WhatJobs Direct's operations. The focus will be on providing support during specific evening hours to cater to our international user base.

Key Responsibilities

• Respond promptly and professionally to customer inquiries received via email, chat, and phone, particularly during designated evening hours.
• Diagnose and resolve technical issues related to our client's platform, providing clear, step-by-step solutions.
• Guide users through platform features and functionalities, ensuring they derive maximum value.
• Document all customer interactions and resolutions accurately in the CRM system.
• Contribute to the development and maintenance of the knowledge base with updated information and solutions.
• Identify recurring issues and provide feedback to the product team for continuous improvement.
• Collaborate effectively with other remote team members and departments to ensure a cohesive customer experience.
• Manage time effectively to meet response and resolution targets within a remote setting.
• Proactively seek opportunities to enhance customer satisfaction and loyalty.
• Maintain up-to-date knowledge of the platform and industry trends.

Requirements

• Previous experience in customer support, helpdesk, or a similar client-facing role (minimum 2 years).
• Strong technical aptitude and the ability to quickly learn new software and systems.
• Excellent written and verbal communication skills, with a professional and empathetic tone.
• Proficiency in using helpdesk software and CRM systems.
• Self-motivated and able to work independently with minimal supervision in a remote environment.
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Ability to work flexible hours, including evenings and potentially weekends, to support a global customer base.
• Strong problem-solving and troubleshooting abilities.
• A customer-centric mindset with a commitment to delivering exceptional service.
• Must be legally authorized to work remotely and reside within South Africa .

Benefits

• An annual salary of Rands.
• Fully remote work arrangement, offering significant flexibility and work-life balance.
• Allowance for home office setup and internet expenses.
• Opportunities for professional development and training in remote work tools and techniques.
• Access to a collaborative online community of colleagues.
• Paid time off and statutory holidays.
• Performance-based bonuses and recognition programs.
• Contribution to a retirement savings plan.