Remote Customer Support Specialist (Tier 1)

Placements24; Midrand; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work

Health insurance

Professional development

Paid time off

Online training

Employee assistance program

Bonuses

Retirement plan

Job summary

Placements24 is hiring a fully remote Customer Support Specialist to be the first point of contact for diverse customers, handling inquiries across channels from a home office in Midrand, Gauteng.

Ideal candidates have proven remote support experience, excellent English communication, and strong problem-solving skills. You will use CRM tools, document interactions, and collaborate with teams to enhance customer satisfaction.

Qualifications

• Proven experience in customer service or helpdesk, preferably remote.
• Excellent verbal and written communication in English.
• Strong problem-solving and analytical abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work independently in a remote environment.
• High school diploma or equivalent; further certifications are a plus.
• Ability to handle stressful situations and de-escalate concerns.

Responsibilities

• Respond to inquiries via email, live chat, and phone with professionalism.
• Diagnose and resolve basic technical issues and product questions.
• Escalate complex issues to appropriate departments.
• Document interactions and resolutions in the CRM system.
• Provide accurate product and service information to customers.
• Identify trends in inquiries and report to management.
• Contribute to knowledge base with articles and FAQs.
• Follow company policies, ensuring data privacy and security.
• Seek opportunities to improve the customer support process and UX.
• Maintain a positive and empathetic attitude in all interactions.

Skills

Customer service

Remote work

Communication

Problem solving

CRM software

Education

High school diploma

Tools

CRM systems

Ticketing systems

Job description

About the Role

Our client, a rapidly growing tech innovator, is seeking dedicated and empathetic individuals to join their fully remote Customer Support Specialist team. This is an exciting opportunity to be part of a dynamic, forward-thinking organization that prioritizes seamless customer experiences. As a Tier 1 Support Specialist, you will be the first point of contact for our diverse customer base, providing exceptional assistance and resolving inquiries efficiently. This role is ideal for individuals who thrive in a remote work environment, possess excellent communication skills, and are passionate about helping others. You will leverage cutting-edge tools and collaborate with cross-functional teams to ensure customer satisfaction. The position offers significant growth potential within a supportive and collaborative culture, all while working from the comfort of your home office in **Midrand, Gauteng, ZA**. We are committed to fostering a positive work-life balance and providing the resources needed for you to succeed in this essential role.

Key Responsibilities

• Respond to customer inquiries via various channels including email, live chat, and phone with professionalism and efficiency.
• Diagnose and resolve basic technical issues and product-related questions promptly.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide accurate product and service information to customers.
• Identify trends in customer inquiries and report them to the management team.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Adhere to all company policies and procedures, ensuring data privacy and security.
• Proactively seek opportunities to improve the customer support process and user experience.
• Maintain a positive and empathetic attitude throughout all customer interactions.

Requirements

• Proven experience in a customer service or helpdesk role, preferably in a remote setting.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and analytical abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work independently and manage time effectively in a remote environment.
• High school diploma or equivalent; further education or certifications are a plus.
• Demonstrated ability to handle stressful situations and de-escalate customer concerns.
• A dedicated home office setup with a stable internet connection.
• Familiarity with (mention relevant software/tech, e.g., ticketing systems, basic IT troubleshooting) is advantageous.
• A proactive and can-do attitude towards customer satisfaction and team collaboration.

Benefits

• Competitive annual salary of R .
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for professional development and career advancement.
• Paid time off, including vacation, sick leave, and public holidays.
• Access to online training and development resources.
• A collaborative and supportive remote team culture.
• Employee assistance program for personal and professional support.
• Performance-based bonuses and incentives.
• Contribution to a retirement savings plan.