Senior Client Support Specialist - Sandton

Placements24; Sandton; Hybride; ZAR 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Medical aid

Retirement fund

Life insurance

Professional development/training

Generous paid time off

Résumé du poste

Placements24 in Sandton is seeking a Senior Client Support Specialist to provide expert technical and functional support across channels, mentoring junior staff and contributing to product improvements. The role blends remote flexibility with in-office presence in Sandton.

The ideal candidate brings 5+ years in client support, strong CRM know-how, and leadership potential to drive client satisfaction in a hybrid, fast-paced environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Minimum 5 years in client or technical support; 1–2 years in senior/lead role.
• Experience handling complex technical and non-technical client issues.
• Excellent communication and problem-solving skills.
• Experience with CRM systems and advanced troubleshooting.

Responsabilités

• Provide expert-level technical and functional support via phone, email, and chat.
• Investigate, diagnose, and resolve complex customer issues.
• Escalate unresolved issues to internal teams and manage resolution.
• Develop and maintain knowledge base articles and support documentation.
• Mentor and guide junior Customer Support Specialists.
• Analyze support trends and feedback for product improvements.
• Collaborate with client success and sales for a seamless journey.
• Champion best practices in customer support.
• Adhere to SLAs and QA standards.

Connaissances

Communication skills

Problem-solving

Leadership

Mentoring

CRM systems

Hybrid work

Client support experience

Formation

Bachelor's degree

Outils

CRM Software

Description du poste

About the Role

Our client is seeking an experienced Senior Client Support Specialist to join their esteemed team in Sandton, Gauteng . This critical role involves providing advanced support to a high-value client base, ensuring their needs are met with professionalism and expertise. You will handle complex inquiries, troubleshoot intricate issues, and act as a mentor to junior support staff. The ideal candidate possesses a deep understanding of the company's offerings, exceptional problem-solving skills, and a commitment to delivering superior customer service. This position is perfect for a seasoned professional looking to take on greater responsibility and contribute to a client-centric organization operating in a hybrid model, combining remote flexibility with in-office presence in Sandton .

Key Responsibilities

• Provide expert-level technical and functional support to clients via phone, email, and chat.
• Investigate, diagnose, and resolve complex customer issues, ensuring timely and accurate solutions.
• Escalate unresolved issues to appropriate internal teams (e.g., Development, Product) and manage the resolution process.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Mentor and guide junior Customer Support Specialists, providing training and support.
• Analyze support trends and customer feedback to identify areas for product and service improvement.
• Collaborate with client success and sales teams to ensure a seamless customer journey.
• Champion best practices in customer support and client interaction.
• Adhere to strict service level agreements (SLAs) and quality assurance standards.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience.
• Minimum of 5 years of experience in a client support or technical support role, with at least 1-2 years in a senior or lead capacity.
• Proven experience handling complex technical and non-technical client issues.
• Exceptional communication, interpersonal, and problem-solving skills.
• In-depth knowledge of CRM systems and advanced troubleshooting techniques.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Strong leadership potential and mentoring capabilities.
• Must be eligible to work in South Africa and available for hybrid work in Sandton .
• Familiarity with the financial services or tech industry in Gauteng is advantageous.

Benefits

• Our client offers a competitive salary and performance-based bonus structure.
• Comprehensive benefits include medical aid, a retirement fund, and life insurance.
• We invest in your professional development through continuous training, workshops, and opportunities for career advancement.
• Enjoy a stimulating and supportive work environment that fosters collaboration.
• Benefits include generous paid time off and company holidays.
• This hybrid role offers the best of both worlds, providing flexibility while fostering team synergy through in-office collaboration in the vibrant business hub of Sandton .