Remote Senior Customer Support Specialist - WhatJobs Direct

Placements24; Pietermaritzburg; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Remote-friendly

Flexible hours

Training opportunities

Job summary

Placements24 is seeking a Remote Senior Customer Support Specialist to join our client’s digital solutions team. This fully remote role allows you to work from anywhere in South Africa while delivering exceptional support and building lasting relationships with customers.

You will handle first-line and escalated inquiries via phone, email, and chat, maintain CRM records, mentor junior staff, and collaborate across departments to improve satisfaction.

Qualifications

• 3–5 years in customer service or helpdesk, preferably in a senior capacity.
• Experience in remote work environments.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and analytical abilities.
• Ability to work independently in a remote setting.

Responsibilities

• Provide first-line and escalated customer support via phone, email, and chat.
• Diagnose and resolve customer issues efficiently and effectively.
• Maintain accurate and detailed customer records in the CRM system.
• Develop and implement strategies to improve customer satisfaction and retention.
• Train and mentor junior support team members.
• Collaborate with other departments to resolve complex customer queries.
• Contribute to knowledge base articles and support documentation.
• Act as a customer advocate, providing feedback to product and development teams.

Skills

Customer service

Remote work

CRM software

Problem-solving

Communication skills

Tools

Helpdesk/ticketing systems

Job description

About the Role

Our client, a leading digital solutions provider, is seeking a highly motivated and experienced Remote Senior Customer Support Specialist to join their dynamic team. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. You will be instrumental in ensuring our client's customers receive exceptional support and build lasting relationships. This role is critical in maintaining high levels of customer satisfaction and contributing to the overall success of the support department. We are looking for individuals who are passionate about customer advocacy, possess excellent communication skills, and thrive in a remote work environment. The ideal candidate will have a proven track record in customer service and a deep understanding of customer support best practices. This position offers a competitive salary and benefits package, alongside opportunities for professional growth and development within a forward-thinking organisation. We are committed to fostering a collaborative and inclusive remote culture where every team member feels valued and supported. Join us and make a significant impact!

Key Responsibilities

• Provide first-line and escalated customer support via phone, email, and chat.
• Diagnose and resolve customer issues efficiently and effectively.
• Maintain accurate and detailed customer records in the CRM system.
• Develop and implement strategies to improve customer satisfaction and retention.
• Train and mentor junior support team members.
• Collaborate with other departments to resolve complex customer queries.
• Contribute to the creation and improvement of knowledge base articles and support documentation.
• Act as a customer advocate, providing feedback to product and development teams.
• Monitor support queues and ensure timely responses to all customer inquiries.
• Participate in team meetings and contribute to process improvement initiatives.

Requirements

• Minimum of 3-5 years of experience in a customer service or helpdesk role, preferably in a senior capacity.
• Proven experience in remote work environments.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Demonstrated ability to handle difficult customer situations with empathy and professionalism.
• Experience in training or mentoring junior staff is highly desirable.
• A stable internet connection and a dedicated home office setup are essential for this remote role.
• South African citizenship or valid work permit.

Benefits

• Competitive annual salary of R .
• Comprehensive medical and retirement benefits.
• Generous paid time off and holiday allowance.
• Opportunities for ongoing training and career advancement.
• A fully remote work environment with flexible hours.
• Access to cutting-edge technology and tools.
• Employee assistance program and wellness initiatives.
• Chance to work with a supportive and innovative global team.