Senior Customer Support Specialist - Hybrid & Growth

Placements24; Noord-Kaap; Hybrid; ZAR 300.000 - 540.000; Vollzeit

Benefits dieser Stelle

Health insurance

Professional development

Paid time off

Pension plan

Employee assistance program

Team events

Zusammenfassung

Placements24 in Kimberley, Northern Cape, is seeking a Senior Customer Support Specialist to join our client’s team. You will handle escalated inquiries, diagnose complex issues, and guide customers via phone, email and chat, while collaborating with product and technical teams to improve service delivery.

The ideal candidate has 3–5 years in customer service or tech support, strong CRM skills (Salesforce, HubSpot), excellent communication, and the ability to train junior staff in a fast-paced

Qualifikationen

• 3–5 years of experience in customer service or technical support.
• Strong problem-solving abilities and attention to detail.
• Excellent verbal and written communication skills.
• Ability to work independently and in a team.
• Experience with SaaS environments is advantageous.

Aufgaben

• Serve as the primary point of contact for escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
• Troubleshoot and diagnose customer problems via phone, email, and chat.
• Document all customer interactions and resolutions in the CRM system.
• Collaborate with internal teams to ensure seamless customer experiences.
• Identify trends and provide feedback for service and product improvements.
• Develop and maintain knowledge base articles and FAQs.
• Onboard new customers and ensure they are set up for success.
• Mentor and train junior customer support representatives.
• Contribute to departmental KPIs, including customer satisfaction scores and response times.

Jobbeschreibung

Placements24 in Kimberley, Northern Cape, is seeking a Senior Customer Support Specialist to join our client’s team. You will handle escalated inquiries, diagnose complex issues, and guide customers via phone, email and chat, while collaborating with product and technical teams to improve service delivery.

The ideal candidate has 3–5 years in customer service or tech support, strong CRM skills (Salesforce, HubSpot), excellent communication, and the ability to train junior staff in a fast-paced