Remote Customer Support Specialist (Hospitality Focus)

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

Benefits offered by this job

Fully remote work arrangement

Competitive salary with performance-?

Health insurance

Professional development

Remote work culture

Online training resources

Travel discounts

Support for SA hubs including Sandton

Job summary

Placements24 is seeking dedicated Remote Customer Support Specialists to join a globally distributed team. This fully remote role requires excellence in written and verbal English, strong problem-solving skills, and the ability to manage customer interactions across email, chat, and phone.

You will assist travelers and hospitality partners with inquiries, bookings, modifications, and payments, while upholding service standards and collaborating with time zones across South Africa.

Qualifications

• Experience in customer service, preferably in travel, tourism, or hospitality.
• Excellent written and verbal communication skills in English.
• Proficient with Zendesk, Intercom and CRM systems.
• Able to work independently in a remote setting with reliable internet.

Responsibilities

• Provide timely and accurate customer support via email, live chat, and phone.
• Assist customers with booking inquiries, modifications, cancellations, and general travel information.
• Troubleshoot and resolve customer issues related to bookings, payments, and platform usage.
• Educate customers on the features and benefits of the company's services.
• Escalate complex issues to the appropriate internal departments for resolution.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Contribute to building and maintaining a positive brand reputation through excellent service.
• Identify recurring customer issues and provide feedback to product and development teams.

Skills

Customer service

English fluency

CRM software

Zendesk

Intercom

Problem solving

Remote work

Time management

Tools

Zendesk

Intercom

CRM software

Job description

About the Role

Our client, a rapidly expanding online travel and hospitality platform, is seeking dedicated Remote Customer Support Specialists to join their globally distributed team. This role is entirely remote, offering the ultimate flexibility for individuals passionate about assisting travelers and hospitality partners. As a Customer Support Specialist, you will be the first point of contact for clients, addressing inquiries, resolving issues, and providing exceptional service through various communication channels, including email, chat, and phone. The ideal candidate will possess outstanding communication skills, a patient demeanor, and a strong aptitude for problem-solving. You will need a reliable internet connection and a dedicated home office setup to excel in this fully remote position. Join a forward-thinking company and contribute to making travel and accommodation experiences seamless and enjoyable for customers worldwide, working from anywhere within South Africa, with a focus on servicing clients accessible from Sandton and surrounding regions.

Key Responsibilities

• Provide timely and accurate customer support via email, live chat, and phone.


• Assist customers with booking inquiries, modifications, cancellations, and general travel information.


• Troubleshoot and resolve customer issues related to bookings, payments, and platform usage.


• Educate customers on the features and benefits of the company's services.


• Escalate complex issues to the appropriate internal departments for resolution.


• Maintain detailed records of customer interactions and resolutions in the CRM system.


• Contribute to building and maintaining a positive brand reputation through excellent service.


• Identify recurring customer issues and provide feedback to the product and development teams for continuous improvement.


• Adhere to all company policies, procedures, and service standards.


• Collaborate effectively with remote team members across different time zones.

Requirements

• Proven experience in customer service, preferably in the travel, tourism, or hospitality industry.


• Excellent written and verbal communication skills in English.


• Proficiency in using customer support software (e.g., Zendesk, Intercom) and CRM systems.


• Strong problem-solving and de-escalation skills.


• Ability to work independently and manage time effectively in a remote setting.


• A reliable high-speed internet connection and a suitable home office environment.


• Tech-savviness and ability to quickly learn new software and platforms.


• A patient, empathetic, and customer-centric attitude.


• Must be legally eligible to work remotely within South Africa.


• Flexible to work various shifts, including weekends and potentially holidays, to cover global customer needs.

Benefits

• Fully remote work arrangement, offering unparalleled flexibility.


• Competitive salary with potential for performance-based bonuses.


• Comprehensive health insurance coverage.


• Opportunities for professional development and career growth within a global company.


• A supportive and inclusive remote work culture.


• Access to online training and resources.


• Discounts on travel and accommodation bookings.


• Work from anywhere in South Africa, with operational support relevant to major hubs like Sandton .