Senior Customer Support Advisor

Placements24; Vereeniging; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Performance bonuses

Medical & retirement benefits

Paid vacation & sick leave

Professional development

Hybrid work model

Job summary

Placements24 in Vereeniging is seeking a Senior Customer Support Advisor to join our team. The role is hybrid, offering expert-level customer support, managing escalated issues, and mentoring junior colleagues to maintain high customer satisfaction.

You will work with product and engineering teams, analyze feedback, develop training, and ensure SLAs are met while delivering exceptional service.

Qualifications

• Minimum of 5 years of experience in customer support or helpdesk roles.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in using CRM software and advanced troubleshooting techniques.
• Experience mentoring or supervising junior team members is highly desirable.
• Ability to work effectively in both office and remote environments.
• Strong understanding of customer service best practices.

Responsibilities

• Handle complex customer inquiries and escalated support tickets with professionalism.
• Provide guidance and mentorship to junior support representatives.
• Analyze customer feedback and support trends to identify process improvements.
• Develop and deliver training materials for new staff.
• Collaborate with product and engineering teams to resolve advanced technical issues.
• Ensure adherence to SLAs and customer satisfaction targets.

Skills

Customer support

Problem solving

Analytical skills

Communication

CRM software

Troubleshooting

Mentoring

Hybrid work

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and highly capable Senior Customer Support Advisor to join their team in Vereeniging . This hybrid role involves providing expert-level support to customers, handling escalated issues, and mentoring junior team members. You will play a crucial part in ensuring customer satisfaction and loyalty by offering insightful solutions and exceptional service. This position offers the chance to make a significant impact within a dynamic organization that values both individual contribution and collaborative teamwork, with the flexibility of a hybrid work arrangement.

Key Responsibilities

• Handle complex customer inquiries and escalated support tickets with a high degree of professionalism and efficiency.
• Provide guidance and mentorship to junior customer support representatives.
• Analyze customer feedback and support trends to identify areas for process improvement.
• Develop and deliver training materials for new support staff.
• Collaborate with product and engineering teams to resolve advanced technical issues.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.

Requirements

• Minimum of 5 years of experience in a customer support or helpdesk role, with a proven track record of handling complex issues.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in using CRM software and advanced troubleshooting techniques.
• Experience in mentoring or supervising junior team members is highly desirable.
• Ability to work effectively in both an office and remote environment.
• Strong understanding of customer service best practices and principles.

Benefits

• Highly competitive salary with potential for performance bonuses.
• Comprehensive medical, dental, and retirement benefits.
• Generous paid vacation and sick leave.
• Professional development and training opportunities.
• Hybrid work model promoting work-life balance.