Remote Senior Customer Support Specialist

Placements24; Midrand; Hybrid; ZAR 234,000 - 357,000; Full time

Job summary

Placements24 is seeking a Remote Senior Customer Support Specialist to join a leading provider of digital solutions. You will be the first point of contact for clients, delivering expert assistance via phone, email and chat, and ensuring a seamless customer experience in a fully remote environment.

The role requires 3-5 years in customer service, excellent communication, problem solving, and the ability to work independently.

Qualifications

• Minimum 3-5 years of experience in a customer service or helpdesk role.
• Proficiency with CRM software and ticketing systems.
• Excellent verbal and written communication.
• Ability to work independently in a fully remote setting.
• Bachelor's degree in a related field is a plus.

Responsibilities

• Provide comprehensive technical and non-technical support to clients via phone, email, and chat channels.
• Troubleshoot and resolve customer issues related to products and services efficiently and effectively.
• Escalate complex issues to appropriate departments while maintaining ownership of the customer's overall experience.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of the product suite and service offerings.
• Identify trends in customer inquiries and provide feedback to product and development teams.

Skills

Customer service

Communication skills

Problem solving

Remote work

Time management

Education

High school diploma or equivalent

Bachelor's degree in a related field

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a leading provider of innovative digital solutions, is seeking a highly motivated and experienced Remote Senior Customer Support Specialist to join their dynamic team. This is a fully remote, permanent position designed for individuals who thrive in a virtual environment and possess exceptional communication and problem-solving skills. You will be the first point of contact for clients, providing expert assistance and ensuring a seamless customer experience. The ideal candidate will have a proven track record in customer service, a passion for technology, and the ability to manage complex inquiries with professionalism and efficiency. This role is crucial in maintaining our client's reputation for outstanding service delivery and client satisfaction. The position offers a significant opportunity for career growth within a forward-thinking organization that values its employees and fosters a supportive remote work culture. This role requires a proactive approach to identifying and resolving customer issues before they elevate, contributing directly to client retention and loyalty.

Key Responsibilities

Provide comprehensive technical and non-technical support to clients via phone, email, and chat channels. Troubleshoot and resolve customer issues related to our client's products and services efficiently and effectively. Escalate complex issues to appropriate departments while maintaining ownership of the customer's overall experience. Document all customer interactions, issues, and resolutions accurately in the CRM system. Develop and maintain a deep understanding of our client's product suite and service offerings. Identify trends in customer inquiries and provide feedback to the product and development teams for service improvements. Assist in the training and onboarding of new customer support representatives. Proactively engage with clients to ensure their satisfaction and identify opportunities for upselling or cross-selling. Contribute to the development and maintenance of knowledge base articles and support documentation.

Requirements

Minimum of 3-5 years of experience in a customer service or helpdesk role, preferably within the tech industry. Proven ability to work independently and manage time effectively in a fully remote setting. Excellent verbal and written communication skills, with the ability to explain technical concepts clearly. Strong problem-solving and analytical skills with a keen attention to detail. Proficiency in using CRM software and other customer support tools. Experience with ticketing systems and managing support queues. Ability to remain calm and professional under pressure. High school diploma or equivalent; a Bachelor's degree in a related field is a plus. Must have a reliable internet connection and a dedicated workspace.

Benefits

Our client offers a competitive salary package, comprehensive benefits including health, dental, and vision insurance, and generous paid time off. You will also benefit from a flexible work schedule and opportunities for professional development and advancement. Join a collaborative and supportive remote team environment where your contributions are valued and recognized. This role is based in Midrand, Gauteng, ZA , but operates entirely remotely, offering the flexibility to work from anywhere within South Africa. We provide ongoing training to ensure you stay up-to-date with the latest product features and industry best practices. Enjoy a work-life balance that promotes well-being and productivity in your home office. Our client is committed to fostering diversity and inclusion within its workforce.