Senior Customer Support Specialist

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund contributions

Professional development

Hybrid work model

Generous leave

Job summary

Placements24 in Rustenburg, North West, ZA is seeking a Senior Customer Support Specialist to join a hybrid team. You will provide advanced technical support via phone, email and chat, and collaborate with product and sales teams to enhance service delivery.

The role requires 3–5 years in a customer support or technical helpdesk, with strong troubleshooting, communication, and CRM skills. Ideal candidates will mentor junior staff, manage complex escalations, and contribute to knowledge base

Qualifications

• 3–5 years in customer support or technical helpdesk (B2B preferred).
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, interpersonal and active listening skills.
• Experience with CRM software and helpdesk ticketing systems.
• Experience in training or mentoring junior staff is desirable.

Responsibilities

• Provide advanced technical support and troubleshooting via phone, email and chat.
• Develop and maintain knowledge base articles and FAQs.
• Collaborate with product development and sales to relay feedback.
• Train and mentor junior customer support representatives.
• Manage and resolve complex customer escalations professionally.
• Proactively monitor accounts to identify issues and offer solutions.
• Contribute to continuous improvement of support processes.
• Ensure adherence to SLAs and quality standards.

Skills

Customer support

Troubleshooting

Communication

CRM software

Helpdesk

Training/mentoring

Tools

CRM systems

Job description

About the Role

Our client, a leading innovator in customer engagement solutions, is seeking a highly skilled and motivated Senior Customer Support Specialist to join their dynamic team in Rustenburg, North West, ZA . This role offers a unique opportunity to contribute to a company dedicated to exceptional client experiences. The ideal candidate will possess a deep understanding of customer service principles and a passion for problem-solving. You will be instrumental in maintaining high customer satisfaction rates and fostering long-term client relationships. This position is crucial for ensuring our client's reputation for outstanding service delivery remains intact within the local market and beyond. We are looking for a proactive individual who can not only address immediate customer needs but also identify trends and contribute to service improvement initiatives. The role is based in Rustenburg, North West, ZA , offering a blend of in-office collaboration and remote flexibility, making it an ideal hybrid opportunity for professionals in the region.

Key Responsibilities

• Provide advanced technical support and troubleshooting for a diverse range of customer inquiries via phone, email, and chat.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Collaborate with product development and sales teams to relay customer feedback and identify areas for service enhancement.
• Train and mentor junior customer support representatives, sharing best practices and expertise.
• Manage and resolve complex customer escalations with a high degree of professionalism and efficiency.
• Proactively monitor customer accounts to identify potential issues and offer preemptive solutions.
• Contribute to the continuous improvement of customer support processes and workflows.
• Ensure adherence to service level agreements (SLAs) and company quality standards.

Requirements

• Minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably in a B2B environment.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of customer service best practices and principles.
• Ability to work independently and as part of a collaborative team.
• Experience in training or mentoring junior staff is highly desirable.
• A dedicated home office setup suitable for a hybrid work arrangement.
• Demonstrable problem-solving skills and a customer-centric approach.

Benefits

• Competitive annual salary of ZAR .
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional development and career advancement within a growing organization.
• A supportive and collaborative work environment.
• Access to cutting-edge technology and tools.
• Hybrid work model balancing office and remote flexibility.
• Generous leave allowance.