Senior Customer Support Agent

Placements24; Gqeberha; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Annual bonus

Fully remote

Health benefits

Leadership development

Learning resources

Job summary

Placements24 seeks a Senior Customer Support Agent to join a fully remote team in South Africa. You will handle complex customer issues, mentor junior agents, and help improve support processes to ensure prompt, friendly assistance.

Working remotely, you will contribute to service operations, analyze trends, and support continuous learning and development within the team while upholding high standards of customer care.

Qualifications

• 3–5 years of experience in a customer support or helpdesk role.
• Exceptional communication and problem-solving skills.
• Experience with CRM platforms and customer support software.
• Ability to work independently in a remote setting.
• Experience in training or mentoring team members is a strong advantage.

Responsibilities

• Handle escalated customer inquiries and complaints with expertise and empathy.
• Provide guidance and mentorship to junior customer support agents.
• Identify recurring issues and provide feedback for product and development improvements.
• Contribute to creating and updating support documentation, FAQs, and knowledge bases.
• Analyze support metrics to identify trends and drive service improvements.

Skills

Customer support

Remote work

Mentoring / training

CRM platforms

Communication & problem-solving

Tools

CRM software

Job description

About the Role

Our client is looking for an experienced and highly capable Senior Customer Support Agent to join their fully remote team. In this role, you will handle complex customer issues, mentor junior agents, and contribute to improving support processes. You will be a key player in ensuring our customers receive prompt, effective, and friendly assistance. This is an excellent opportunity for a seasoned professional who is passionate about customer advocacy and thrives in a self-directed, virtual work environment. Working from anywhere in South Africa, you will be essential in maintaining our high standards of customer care and supporting the continuous growth of our service operations.

Key Responsibilities

• Manage and resolve escalated customer inquiries and complaints with a high degree of expertise and empathy.
• Provide guidance and mentorship to junior customer support agents, fostering their development.
• Identify recurring customer issues and provide detailed feedback to product and development teams for systemic improvements.
• Contribute to the creation and updating of support documentation, FAQs, and knowledge base articles.
• Analyze support metrics and identify trends to recommend improvements in service delivery and customer satisfaction.

Requirements

• Minimum of 3-5 years of experience in a customer support or helpdesk role, with demonstrated experience handling complex cases.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Proficiency in using various CRM platforms and customer support software.
• Ability to work independently, manage workload effectively, and maintain high performance standards in a remote setting.
• Experience in training or mentoring team members is a strong advantage.

Benefits

• Attractive annual salary and performance-based bonuses.
• Fully remote position with the flexibility to work from home.
• Comprehensive health and wellness benefits.
• Opportunities for leadership development and career advancement.
• Access to continuous learning resources and professional development programs.