Senior Customer Support Specialist

Placements24; KwaZulu-Natal; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Career development opportunities

Health benefits

Collaborative work environment

Exposure to cutting-edge technology

Customer success focus

Job summary

Placements24 in Pietermaritzburg, KwaZulu-Natal, is seeking a Senior Customer Support Specialist to deliver high-quality technical and customer service to a diverse client base. The role focuses on resolving complex issues, mentoring junior agents, and driving process improvements to enhance client satisfaction and retention.

You will work closely with product and engineering teams, maintain comprehensive knowledge base articles, and ensure proactive, solutions-oriented support in a fast-paced

Qualifications

• At least 3–5 years in a customer-facing role with strong service orientation.
• Proven ability to troubleshoot complex technical issues and provide clear solutions.
• Excellent communication skills for non-technical audiences and cross-functional teams.

Responsibilities

• Serve as a primary contact for inquiries via phone, email, and chat and resolve them promptly.
• Diagnose and troubleshoot technical issues related to the software and services, escalating when needed.
• Document all interactions and solutions in the CRM system accurately.

Skills

Customer support

CRM software

Troubleshooting

Communication

Mentoring

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a leading provider of innovative digital solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Pietermaritzburg, KwaZulu-Natal . This pivotal role involves providing exceptional technical and customer service to a diverse client base, ensuring seamless operation of their services and fostering strong client relationships. The ideal candidate will possess a deep understanding of customer service principles and a passion for problem-solving, contributing significantly to the company's reputation for excellence. This is an exciting opportunity to advance your career within a growing organization that values dedication and expertise. We are looking for an individual who can not only resolve complex issues but also mentor junior team members and contribute to the continuous improvement of support processes. Your role will be integral to maintaining high levels of customer satisfaction and retention, making a tangible impact on the business's success.

Key Responsibilities

• Serve as a primary point of contact for customer inquiries, providing timely and effective resolutions via phone, email, and chat.
• Diagnose and troubleshoot complex technical issues related to our client's software and services, escalating when necessary.
• Document all customer interactions and technical solutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and support documentation to empower customers and internal teams.
• Identify trends in customer issues and provide feedback to the product and engineering teams for service improvement.
• Train and mentor new customer support representatives, sharing best practices and technical expertise.Proactively engage with customers to ensure their success and satisfaction with our client's offerings.
• Participate in the development and implementation of new support strategies and tools.

Requirements

• Proven experience as a Customer Support Specialist or in a similar client-facing role, with a minimum of 3-5 years of experience.
• Excellent problem-solving and analytical skills, with a demonstrated ability to troubleshoot technical issues effectively.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with common IT support practices and software.
• Ability to work independently and as part of a collaborative team environment.
• A passion for customer service and a commitment to delivering high-quality support.
• Experience in mentoring or leading a small team is highly desirable.
• Must be based in or willing to relocate to Pietermaritzburg, KwaZulu-Natal .

Benefits

• Competitive salary package of R per annum .
• Opportunities for professional development and career advancement.
• Comprehensive health and wellness benefits.
• A supportive and collaborative work environment.
• Exposure to cutting-edge technology and innovative projects.
• Contribution to a company committed to customer success.