Remote Customer Support Specialist (Pietermaritzburg Based)

Placements24; Pietermaritzburg; Hybrid; ZAR 201,000 - 268,000; Full time

Benefits offered by this job

Competitive salary

Remote work infrastructure support

Career development

Work-from-home flexibility

Collaborative remote team

Innovation and customer satisfaction

Job summary

Placements24 is seeking a Remote Customer Support Specialist to assist clients across South Africa from home. You will resolve inquiries, troubleshoot issues, and guide users through features with empathy and clear communication.

The role emphasizes timely responses via phone, email, and chat, accurate CRM documentation, and adherence to policies while contributing to knowledge base improvements.

Qualifications

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication in English and at least one other SA official language.
• Strong understanding of CRM software and helpdesk ticketing systems.
• Ability to work independently in a remote setting.
• Empathy and patience when dealing with customers.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Educate customers on product features and best practices.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior support staff when necessary.
• Contribute to the knowledge base by creating support articles.
• Identify trends in customer issues and provide feedback to product teams.
• Maintain high customer satisfaction through effective problem-solving and clear communication.
• Adhere to company policies and procedures at all times.
• Collaborate with team members to share best practices and improve service delivery.

Skills

Customer service

Helpdesk experience

CRM proficiency

Education

National Senior Certificate

Tools

CRM software / helpdesk systems

Job description

About the Role

Our client, a leading innovator in customer engagement solutions, is seeking a highly motivated and empathetic Remote Customer Support Specialist to join their dynamic team. This is a unique opportunity to work from the comfort of your own home while providing exceptional support to a diverse client base across South Africa. You will be instrumental in resolving customer inquiries, troubleshooting technical issues, and ensuring a positive user experience. The role demands excellent communication skills and a proactive approach to problem-solving. If you thrive in a remote environment and are passionate about delivering outstanding service, this position in Pietermaritzburg, KwaZulu-Natal is ideal for you.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Educate customers on product features and best practices.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Contribute to the knowledge base by creating and updating support articles.
• Identify trends in customer issues and provide feedback to product development teams.
• Maintain a high level of customer satisfaction through effective problem-solving and clear communication.
• Adhere to company policies and procedures at all times.
• Collaborate with team members to share best practices and improve overall service delivery.

Requirements

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills in English and at least one other South African official language.
• Strong understanding of CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency in troubleshooting common software and hardware issues.
• A dedicated home office setup with a stable high-speed internet connection.
• Empathy and patience when dealing with customer concerns.
• Ability to multitask and prioritize effectively.
• Must be legally eligible to work in South Africa.
• A minimum of a National Senior Certificate (Grade 12) or equivalent qualification.

Benefits

• Competitive salary package.
• Comprehensive remote work infrastructure support.
• Opportunities for professional development and career advancement.
• Work-from-home flexibility, eliminating commute times.
• Joining a supportive and collaborative remote team environment.
• Contribution to a company that values innovation and customer satisfaction.