Senior Customer Support Specialist

Placements24; Gqeberha; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical benefits

Retirement benefits

Career development

Performance bonuses

Job summary

Placements24 is sourcing a Senior Customer Support Specialist for a leading telecommunications innovator in Port Elizabeth, Eastern Cape. You will deliver top-tier technical assistance and advocate for customers to ensure exceptional service delivery.

Key duties include handling inquiries via multiple channels, diagnosing issues, educating users on features, and maintaining CRM records. You will mentor junior staff and contribute to knowledge base while upholding SLAs.

Qualifications

• Minimum 3–5 years in a customer support role in a technical environment.
• Excellent communication, interpersonal and problem-solving skills.
• Experience in telecommunications is highly advantageous.

Responsibilities

• Respond to customer inquiries via phone, email and chat with timely resolutions.
• Troubleshoot and diagnose technical issues, offering clear, concise solutions.
• Escalate complex issues with thorough documentation and follow-up.
• Educate customers on product features and best practices.
• Maintain detailed CRM records of interactions and transactions.
• Identify trends and provide feedback to product/engineering teams.
• Assist in training and mentoring junior staff.
• Contribute to knowledge base and support documentation.
• Adhere to SLAs and company policies.

Skills

Customer service excellence

Active listening

CRM systems

Troubleshooting

Telecom knowledge

Tools

CRM systems

Helpdesk software

Job description

About the Role

Our client, a leading innovator in the telecommunications sector, is seeking a highly skilled and experienced Senior Customer Support Specialist to join their dynamic team. This pivotal role is based in the vibrant city of Port Elizabeth, Eastern Cape. You will be instrumental in providing top-tier technical assistance and customer advocacy, ensuring unparalleled service delivery. This position requires a proactive individual with a deep understanding of customer service best practices and a passion for problem-solving. The ideal candidate will thrive in a fast-paced environment and contribute to maintaining and enhancing our client's reputation for exceptional customer care. This is a fantastic opportunity for a motivated professional to make a significant impact and grow within a reputable organization.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing timely and accurate resolutions.
• Troubleshoot and diagnose technical issues with products and services, offering clear and concise solutions.
• Escalate complex issues to appropriate departments, ensuring thorough documentation and follow-up.
• Educate customers on product features, benefits, and best practices to enhance their experience.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
• Assist in training and mentoring junior support staff.
• Contribute to the development and maintenance of the knowledge base and support documentation.
• Adhere to service level agreements (SLAs) and company policies.

Requirements

• Proven experience as a Customer Support Specialist, Helpdesk Technician, or similar role, with a minimum of 3-5 years in a similar capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Demonstrated ability to explain technical concepts to non-technical users.
• Experience in the telecommunications industry is highly advantageous.
• Ability to work independently and as part of a collaborative team.
• Must be available for hybrid work arrangements in Port Elizabeth, Eastern Cape.
• A positive attitude and a customer-centric mindset are essential.

Benefits

• Competitive annual salary package.
• Comprehensive medical and retirement benefits.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.
• Access to the latest technology and tools.
• Generous annual leave allowance.
• Potential for performance-based bonuses.