Senior Customer Support Specialist

Placements24; LegKraal Gate; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Access to cutting-edge technology

Job summary

Placements24 is seeking a Senior Customer Support Specialist for the Mahikeng, North West area. The role combines on-site collaboration with remote flexibility to deliver exceptional customer service for a tech-focused client.

You will resolve inquiries, troubleshoot technical issues, and provide in-depth product guidance, ensuring customer satisfaction and loyalty. The ideal candidate has proven experience in customer service or technical support within tech, strong communication skills, and

Qualifications

• Proven experience in customer service or technical support, preferably in tech.
• Excellent written and verbal communication; ability to explain technical concepts clearly.
• Strong problem-solving skills and root-cause analysis.
• Experience with CRM and helpdesk ticketing systems.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Serve as a first-line support agent via phone, email, and live chat.
• Diagnose and resolve technical issues or escalate when needed.
• Provide detailed product information and guidance to customers.
• Maintain accurate records of interactions in the CRM system.
• Identify opportunities to improve customer experience and suggest changes.
• Collaborate with cross-functional teams for a seamless journey.
• Contribute to support documentation and knowledge base articles.
• Handle customer complaints with empathy and professionalism.

Skills

Customer service

Technical support

CRM software

Helpdesk ticketing

Communication

Problem solving

Multitasking

Team collaboration

Education

IT/Business Admin degree

Tools

CRM system

Ticketing system

Job description

About the Role

Our client, a rapidly expanding tech firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Mahikeng, North West, ZA . This is a pivotal role that will see you acting as a primary point of contact for our clients, ensuring they receive unparalleled support and assistance. You will be instrumental in maintaining high levels of customer satisfaction by efficiently resolving inquiries, technical issues, and providing comprehensive product guidance. This position offers a blend of on-site collaboration and remote flexibility, allowing you to contribute effectively while maintaining a healthy work-life balance. The ideal candidate possesses a deep understanding of customer service principles and a proactive approach to problem-solving. Join a company that values its employees and fosters a culture of continuous improvement and professional growth.

Key Responsibilities

• Serve as a first-line support agent, addressing customer inquiries via phone, email, and live chat.
• Diagnose and resolve technical issues efficiently, escalating complex problems to the appropriate internal teams.
• Provide detailed product information and guidance to customers, ensuring they understand and utilise services effectively.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Proactively identify opportunities to improve customer experience and suggest process enhancements.
• Collaborate with cross-functional teams to ensure a seamless customer journey.
• Contribute to the development of support documentation and knowledge base articles.
• Handle customer complaints with empathy and professionalism, working towards satisfactory resolutions.
• Participate in team meetings and training sessions to stay updated on product knowledge and support best practices.

Requirements

• Proven experience in a customer service or technical support role, preferably in a tech-related industry.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving abilities and a knack for identifying root causes of issues.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine passion for helping customers.
• Familiarity with IT troubleshooting and basic technical concepts is advantageous.
• Experience in the Mahikeng, North West, ZA area is a plus.
• Relevant tertiary qualification in IT, Business Administration, or a related field is preferred.

Benefits

• Competitive salary package commensurate with experience.
• Opportunities for professional development and career advancement.
• A supportive and collaborative work environment.
• Access to cutting-edge technology and tools.
• Hybrid work model promoting work-life balance.
• Contribution to a growing and innovative company.