Senior Customer Support Specialist - Kimberley Hub

Placements24; Noord-Kaap; Hybrid; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Professional development

Paid time off

Pension plan

Employee assistance program

Team events

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Job description

About the Role

Our client, a leading provider of innovative digital solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Kimberley, Northern Cape . This is an exciting opportunity to contribute to a growing company, offering a blend of in-office collaboration and remote flexibility. You will be instrumental in ensuring our clients receive exceptional support, resolving complex issues, and contributing to the continuous improvement of our customer service operations. The ideal candidate possesses a strong understanding of customer relationship management, excellent problem-solving skills, and a passion for delivering outstanding service. This role is perfect for someone looking to advance their career in a supportive and forward-thinking environment, directly impacting customer satisfaction and loyalty within the Northern Cape region. We are committed to fostering a positive work culture where your contributions are recognized and valued, providing a platform for professional growth and development. This position offers a competitive salary and benefits package, reflecting the importance of this critical role in our organizational structure.

Key Responsibilities

• 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, guiding them through step-by-step solutions via phone, email, and chat.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Collaborate with internal teams, including technical support and product development, to ensure seamless customer experiences.
• Identify trends in customer issues and provide feedback to management for service and product improvements.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and support agents.
• Onboard new customers, ensuring they are set up for success with our client's products and services.
• Mentor and train junior customer support representatives, sharing best practices and product knowledge.
• Contribute to the achievement of departmental KPIs, including customer satisfaction scores and response times.
• Participate in regular team meetings and provide insights on customer needs and service challenges.

Requirements

• A minimum of 3-5 years of experience in a customer service or technical support role, preferably within a tech or SaaS environment.
• Proven ability to manage and resolve complex customer issues with patience and professionalism.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software (e.g., Salesforce, HubSpot) and helpdesk ticketing systems.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Ability to work independently and as part of a collaborative team.
• Experience in the Northern Cape region is advantageous.
• A relevant tertiary qualification in IT, Business, or a related field is preferred but not essential for candidates with extensive experience.
• Demonstrated ability to multitask and manage time effectively in a fast-paced environment.
• A proactive approach to learning about our client's evolving product suite.

Benefits

• Competitive annual salary package commensurate with experience.
• Comprehensive health insurance coverage.
• Opportunities for professional development and continuous learning through workshops and training programs.
• A dynamic and supportive work environment with a focus on teamwork and mutual respect.
• Generous paid time off, including annual leave and sick leave.
• Potential for career advancement within a growing organization.
• Access to the latest technology and tools to perform your role effectively.
• Regular team-building activities and social events.
• Contribution to a pension fund.
• Employee assistance program for personal and professional support.