Senior Client Support Specialist

Placements24; Sandton; On-site; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Career growth

Modern office

Benefits package

Job summary

WhatJobs Direct in Sandton is seeking a Senior Client Support Specialist to manage escalated client issues, mentor junior staff, and contribute to strategic enhancements of the support function. The role focuses on proactive service, timely resolutions, and customer satisfaction in a collaborative office environment.

The ideal candidate will have 7+ years in client or technical support, including 3+ years in a senior role, with strong leadership, CRM proficiency, and data-driven reporting

Qualifications

• 7+ years in client support or technical support, with at least 3 years in a senior/lead role.
• Proven ability to diagnose and resolve complex issues.
• Excellent communication, interpersonal, and presentation skills.

Responsibilities

• Handle escalated and complex client inquiries with advanced troubleshooting.
• Mentor and train junior support staff to develop best practices.
• Analyze support trends to identify systemic issues and drive improvements.

Skills

Leadership

Communication

Data analysis

Problem-solving

Mentoring

Education

Bachelor's degree in a relevant field

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, WhatJobs Direct, a prominent player in the HR technology solutions market, is seeking an experienced Senior Client Support Specialist for their office in Sandton, Gauteng . This senior role involves managing complex client issues, mentoring junior team members, and contributing to the strategic enhancement of our customer support functions. You will be instrumental in ensuring our clients receive top-tier service, proactive support, and timely resolutions. We are looking for a seasoned professional with exceptional problem-solving skills, a deep understanding of client needs, and a proven track record of leadership in a support capacity. This is an excellent opportunity to advance your career within a leading organization and contribute to client success in a collaborative office setting.

Key Responsibilities

• Handle escalated and complex client inquiries, providing advanced troubleshooting and resolution.
• Mentor, train, and guide junior customer support staff, fostering skill development and best practices.
• Analyze support trends and client feedback to identify systemic issues and recommend solutions.
• Develop and maintain in-depth knowledge base articles and support documentation.
• Collaborate with product development and engineering teams to advocate for client needs and drive improvements.
• Ensure adherence to service level agreements (SLAs) and client satisfaction targets.
• Proactively identify opportunities to improve the client experience and support processes.
• Participate in client-facing meetings and presentations as a subject matter expert.
• Contribute to the overall strategy and direction of the client support department in Sandton .

Requirements

• Minimum of 7 years of experience in a client support or technical support role, with at least 3 years in a senior or lead position.
• Proven expertise in diagnosing and resolving complex technical and service-related issues.
• Excellent communication, interpersonal, and presentation skills.
• Strong leadership and mentoring capabilities.
• Proficiency with CRM software and advanced helpdesk systems.
• Ability to analyze data and generate insightful reports.
• A customer-centric approach with a strong focus on client retention and satisfaction.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Must be able to work on-site in Sandton .

Benefits

• Highly competitive salary and potential performance bonuses.
• Opportunity to lead and shape client support initiatives.
• Professional growth and development within a reputable company.
• Work in a modern, collaborative office environment.
• Contribute to a leading platform in the HR technology industry.
• Comprehensive benefits package.