Senior Customer Support Specialist

Placements24; Sandton; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work model

Medical and retirement benefits

Performance bonuses

Career growth opportunities

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join our Sandton team. You will handle complex issues, mentor juniors, and help shape support strategies. This hybrid role blends in-office collaboration with remote flexibility in Gauteng.

You will drive service excellence with strong communication, CRM, and analytics skills, contributing to high customer satisfaction in a dynamic team environment.

Qualifications

• Extensive experience in advanced customer support.
• Proven leadership and mentoring capabilities.
• Strong problem-solving and critical thinking skills.
• Proficiency with CRM systems, ticketing software, and analytics tools.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage and resolve advanced customer inquiries and technical issues.
• Provide guidance and mentorship to junior customer support staff.
• Analyze customer feedback and identify trends to improve service delivery.
• Contribute to the creation and refinement of support documentation and knowledge base articles.
• Collaborate with other departments to resolve complex customer problems and advocate for customer needs.

Skills

CRM systems

Ticketing software

Support analytics

Leadership

Mentoring

Problem solving

Communication

Job description

About the Role

Our client is seeking an experienced and motivated Senior Customer Support Specialist to join their established team in Sandton . In this advanced role, you will handle complex customer issues, mentor junior team members, and contribute to the development of support strategies and processes. You will be instrumental in maintaining high standards of customer satisfaction and driving service excellence. This hybrid position allows for a blend of in-office synergy and remote flexibility, supporting a dedicated team focused on providing unparalleled support in the heart of Gauteng .

Key Responsibilities

• Manage and resolve advanced customer inquiries and technical issues with expertise.
• Provide guidance and mentorship to junior customer support staff.
• Analyze customer feedback and identify trends to improve service delivery.
• Contribute to the creation and refinement of support documentation and knowledge base articles.
• Collaborate with other departments to resolve complex customer problems and advocate for customer needs.

Requirements

• Extensive experience in customer support, with a proven track record of handling complex cases.
• Strong leadership and mentoring capabilities.
• Excellent problem-solving and critical thinking skills.
• Proficiency in CRM systems, ticketing software, and support analytics tools.
• Exceptional communication and interpersonal skills.

Benefits

• Highly competitive salary and performance bonuses.
• Hybrid work model offering flexibility and work-life balance.
• Opportunities for professional growth and leadership development.
• Comprehensive medical and retirement benefits.
• A challenging yet rewarding work environment.