Senior Customer Support Lead - Hybrid (Pietermaritzburg)

Placements24; Pietermaritzburg; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary

Career development

Medical aid and pension

Hybrid work model

Bonuses

Job summary

Placements24 seeks a Senior Customer Support Specialist to join a dynamic Pietermaritzburg team. You will handle escalated inquiries, provide technical support via phone/email/chat, and mentor junior staff to uphold exemplary service standards.

You will contribute to knowledge base improvements and collaborate with sales and product teams to enhance offerings. A customer-centric mindset and solid CRM experience are essential.

Qualifications

• A minimum of 3-5 years of experience in a customer service or technical support role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot and resolve complex customer issues effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).

Responsibilities

• Serve as a primary point of contact for escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Provide in-depth technical support and product guidance to customers via phone, email, and live chat.
• Analyze customer feedback and identify trends to recommend service improvements.
• Develop and maintain knowledge base articles and troubleshooting guides.
• Train and mentor junior customer support representatives, fostering continuous learning and high performance.
• Collaborate with other departments to address customer needs and improve product offerings.
• Monitor customer satisfaction metrics and implement strategies to enhance retention and loyalty.
• Manage and prioritize a high volume of support requests in a fast-paced environment.

Skills

Customer service

Technical support

Problem-solving

Communication

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 seeks a Senior Customer Support Specialist to join a dynamic Pietermaritzburg team. You will handle escalated inquiries, provide technical support via phone/email/chat, and mentor junior staff to uphold exemplary service standards.

You will contribute to knowledge base improvements and collaborate with sales and product teams to enhance offerings. A customer-centric mindset and solid CRM experience are essential.