Senior Customer Support Specialist

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary package

Training & development opportunities

Career progression

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a dynamic team in Bloemfontein, Free State. The role focuses on delivering advanced technical and non-technical support to customers via phone, email, and live chat, while mentoring junior staff and driving service improvements.

Ideal candidates have 3-5 years of experience in customer service, strong communication skills, and proficiency with Zendesk and Salesforce Service Cloud. A hybrid work model in Bloemfontein is offered.

Qualifications

• 3-5 years of experience in customer service or helpdesk roles with a track record of handling complex issues.
• Exceptional written and verbal communication; ability to explain technical concepts clearly.
• Mentoring or leading junior team members is highly desirable.

Responsibilities

• Provide advanced technical and non-technical support via phone, email, and live chat.
• Investigate and troubleshoot complex customer problems and identify root causes.
• Document all interactions and resolutions in the CRM system.
• Develop and maintain knowledge base articles and support documentation.
• Mentor and train junior customer support representatives.

Skills

Customer service

Problem solving

Mentoring

Communication

Analytics

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a dynamic and rapidly expanding entity within the customer service sector, is seeking a highly skilled and motivated Senior Customer Support Specialist to join their vibrant team. This is an exceptional opportunity for an experienced professional to make a significant impact in a challenging yet rewarding environment located in the heart of Bloemfontein, Free State . The ideal candidate will possess a deep understanding of customer service principles, excellent problem-solving capabilities, and a passion for delivering unparalleled support. You will be instrumental in mentoring junior team members and contributing to the continuous improvement of our client's service delivery protocols. This role requires a proactive approach to customer engagement and a commitment to upholding the highest standards of client satisfaction.

Key Responsibilities

• Provide advanced technical and non-technical support to customers via phone, email, and live chat, addressing complex inquiries and resolving issues efficiently.
• Investigate and troubleshoot intricate customer problems, identifying root causes and implementing effective solutions.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Mentor and train junior customer support representatives, sharing best practices and expertise.
• Collaborate with other departments, such as product development and sales, to relay customer feedback and advocate for customer needs.
• Identify trends in customer issues and propose proactive solutions to prevent recurring problems.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, resolution time, and first-contact resolution.
• Participate in regular team meetings, contributing insights and actively engaging in discussions for service enhancement.

Requirements

• Minimum of 3-5 years of experience in a customer service or helpdesk role, with a proven track record of handling complex issues.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly and concisely.
• Strong analytical and problem-solving abilities, with a meticulous attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively under pressure and manage multiple priorities simultaneously in a fast-paced environment.
• Demonstrated experience in mentoring or leading junior team members is highly desirable.
• A positive and empathetic attitude towards customer service.
• Available to work a hybrid schedule, balancing remote and in-office presence as required by the business needs in Bloemfontein, Free State .

Benefits

• Competitive salary package commensurate with experience.
• Opportunity to work with a forward-thinking company that values its employees.
• Comprehensive training and professional development opportunities.
• A supportive and collaborative team environment.
• Access to cutting-edge tools and technologies.
• Potential for career advancement within the organization.
• Contribution to a positive customer experience through impactful support.