Senior Customer Support Specialist

Placements24; Mossel Bay; Hybride; ZAR 350 000 - 600 000; Plein temps

Avantages offerts par ce poste

Health insurance

Professional development

Latest technology and tools

Career advancement

Team-building events

Paid time off

Résumé du poste

Placements24 is seeking a Senior Customer Support Specialist in Mossel Bay, Western Cape. You will be the primary contact for complex inquiries, providing advanced technical support, and mentoring junior team members in a hybrid work setup.

The role focuses on customer satisfaction, knowledge-base development, and collaboration with cross-functional teams to drive service improvements. Residency or relocation to Mossel Bay is essential.

Qualifications

• 3–5 years of experience in customer support or technical helpdesk roles, with at least 1 year in a senior/lead capacity.
• Ability to troubleshoot complex technical problems across multiple platforms and software.
• Strong communication, active listening and interpersonal skills.

Responsabilités

• Provide advanced technical support and troubleshooting via phone, email and chat.
• Develop and maintain knowledge base articles and FAQs.
• Train and mentor junior representatives on best practices and technical topics.
• Analyze feedback to identify product and service improvements.
• Escalate critical issues and ensure timely resolution and follow-up.
• Manage customer relationships to ensure high satisfaction and retention.

Connaissances

CRM proficiency

Technical troubleshooting

Customer support

Mentoring

Communication skills

Formation

IT or Business qualification

Outils

Zendesk

Salesforce Service Cloud

Description du poste

About the Role

Our client, a dynamic and rapidly expanding technology firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dedicated team in Mossel Bay, Western Cape . This is an excellent opportunity for a proactive individual to play a crucial role in maintaining and enhancing customer satisfaction. The ideal candidate will possess a strong understanding of customer service principles and a passion for delivering exceptional support. This role requires a blend of technical aptitude and outstanding interpersonal skills, as you will be the primary point of contact for a diverse range of customer inquiries and issues. You will be instrumental in fostering positive customer relationships and contributing to the overall success of the support department. We are looking for someone who thrives in a collaborative environment and is committed to continuous improvement in customer service delivery. The role offers a challenging yet rewarding career path within a supportive organizational structure that values employee growth and development.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex customer issues via phone, email, and chat.
• Develop and maintain comprehensive knowledge base articles and FAQs for both internal and external use.
• Train and mentor junior customer support representatives, sharing best practices and technical expertise.
• Analyze customer feedback and support trends to identify areas for product and service improvement.
• Escalate critical issues to relevant departments and ensure timely resolution and follow-up.
• Manage customer relationships, ensuring high levels of satisfaction and retention.
• Contribute to the development and implementation of new customer support strategies and tools.
• Document all customer interactions and resolutions accurately in the CRM system.
• Participate in cross-functional team meetings to provide customer insights and support product development.
• Ensure adherence to service level agreements (SLAs) and company support policies.

Requirements

• Minimum of 3-5 years of experience in a customer support or technical helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven ability to troubleshoot complex technical problems across various platforms and software.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of IT systems, networks, and common software applications.
• Ability to work effectively both independently and as part of a team.
• Demonstrated problem-solving skills and a customer-centric mindset.
• Experience in training or mentoring junior staff is a significant advantage.
• A relevant tertiary qualification in IT, Business, or a related field is preferred.
• Residency or willingness to relocate to the Mossel Bay, Western Cape area is essential for this hybrid role.

Benefits

• Competitive salary package.
• Comprehensive health insurance coverage.
• Opportunities for professional development and training.
• Access to the latest technology and tools.
• A positive and dynamic work environment.
• Paid time off and holiday leave.
• Retirement savings plan contributions.
• Potential for career advancement within the company.
• Team-building activities and social events.
• Exposure to cutting-edge industry practices and innovation.