Senior Customer Support Specialist

Placements24; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Annual salary incentives

Health, vision & life insurance

Generous vacation & sick leave

Leadership development & training

Cape Town office location

Job summary

Placements24 in Cape Town is seeking a Senior Customer Support Specialist to elevate our support operations. You will handle complex issues, mentor junior staff, and contribute to continuous process improvement, delivering exceptional service and building trust with our customers.

The role demands a minimum of five years in customer or technical support, with two years in a senior capacity, and a strong ability to explain technical concepts clearly to diverse audiences.

Qualifications

• Bachelor's degree preferred in a relevant field.
• Minimum 5 years in customer or technical support, with 2+ in a senior/lead role.
• Proven ability to troubleshoot and resolve complex customer problems.
• Strong communication, interpersonal and conflict resolution skills.
• Experience with customer support software and ticketing systems.
• Deep understanding of company products and services; ability to explain technical concepts clearly.

Responsibilities

• Provide advanced technical support and troubleshoot complex issues.
• Mentor and train junior and senior team members on best practices.
• Analyze customer feedback to identify trends and propose improvements.
• Manage escalated cases to ensure timely resolutions.
• Develop and maintain support documentation and knowledge base articles.

Skills

Troubleshooting complex issues

Leadership / mentoring

Excellent communication

Ticketing systems

Product knowledge

Education

Bachelor's degree

Tools

CRM software

Knowledge base tools

Job description

About the Role

Our client is searching for an experienced and empathetic Senior Customer Support Specialist to enhance their support operations in Cape Town. This role involves handling complex customer issues, mentoring junior team members, and contributing to the continuous improvement of support processes. You will play a key role in ensuring our customers receive unparalleled assistance, fostering strong relationships and building trust. This is an exciting opportunity for a seasoned professional looking to make a significant impact within a growing organization in the vibrant city of Cape Town.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex customer issues.


• Mentor and train new and existing customer support representatives on best practices and product knowledge.


• Analyze customer feedback and identify trends to propose service improvements.


• Manage escalated customer cases, ensuring timely and satisfactory resolution.


• Develop and maintain support documentation, FAQs, and knowledge base articles.


• Collaborate with product and engineering teams to relay customer feedback and advocate for product enhancements.

Requirements

• Minimum of 5 years of experience in a customer support or technical support role, with at least 2 years in a senior or lead capacity.


• Demonstrated expertise in troubleshooting and resolving complex customer problems.


• Excellent communication, interpersonal, and conflict resolution skills.


• Proficiency in managing customer support software and ticketing systems.


• Strong understanding of company products and services, with the ability to explain technical concepts clearly.


• A Bachelor's degree in a relevant field is preferred.

Benefits

• Attractive annual salary and performance incentives.


• Comprehensive health, vision, and life insurance coverage.


• Generous vacation and sick leave policies.


• Opportunities for leadership development and advanced training.


• Prime office location in Cape Town with excellent transport links.