Senior Customer Support Specialist

Placements24; Randburg; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Medical aid

Retirement fund

Hybrid work

Growth opportunities

Job summary

Placements24 in Randburg is seeking a Senior Customer Support Specialist to lead a team and deliver advanced support for complex customer issues. You will mentor junior staff, drive service excellence, and contribute to process improvements across the support function.

The role emphasizes expert problem-solving, strong communication, and proficiency with CRM and ticketing platforms. A dynamic, collaborative environment offers growth and leadership opportunities.

Qualifications

• Extensive experience in customer support or helpdesk with complex issues.
• Proven leadership and mentoring abilities.
• Strong problem-solving, analytical, and communication skills.
• Proficient with CRM systems and support ticketing platforms.
• Capable of working independently and in a senior team.

Responsibilities

• Handle escalated and complex customer inquiries with expert solutions.
• Mentor and train junior support staff.
• Analyze support trends and identify process improvements.
• Develop and update knowledge base articles.
• Collaborate with other departments to resolve cross-functional issues.

Skills

Customer support

Leadership

Mentoring

Problem solving

Analytical thinking

Communication

CRM systems

Ticketing platforms

Independent worker

Team collaboration

Job description

About the Role

Our client is seeking an experienced Senior Customer Support Specialist to provide leadership and advanced support to their team in Randburg . This role involves handling complex customer issues, mentoring junior team members, and contributing to the continuous improvement of support processes. You will play a critical part in maintaining high customer satisfaction and loyalty through expert problem-solving and exceptional service delivery. This is an excellent opportunity for a seasoned professional to take on more responsibility in a growing company.

Key Responsibilities

• Handle escalated and complex customer inquiries, providing expert solutions.
• Mentor and train junior customer support staff, offering guidance and feedback.
• Analyze support trends and identify areas for process optimization and service enhancement.
• Develop and update support documentation and knowledge base articles.
• Collaborate with other departments to resolve cross-functional customer issues.

Requirements

• Significant experience in a customer support or helpdesk role, with a proven track record of handling complex issues.
• Strong leadership and mentoring capabilities.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in CRM systems and support ticketing platforms.
• Ability to work independently and as part of a senior support team.

Benefits

• Highly competitive salary and performance bonuses.
• Comprehensive medical aid and retirement fund contributions.
• Hybrid working model providing flexibility.
• Opportunities for professional growth and leadership development.
• A dynamic and supportive work environment.