Senior Customer Support Specialist - Midrand

Placements24; Midrand; Hybrid; ZAR 250,000 - 420,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Professional development

State-of-the-art tools

Job summary

Placements24 in Midrand is seeking a Senior Customer Support Specialist to join a dynamic team. The role offers a hybrid working model (in-office and remote) and a path for growth within customer service.

You will serve as the primary contact for customers, handle inquiries, resolve issues, and escalate complex problems as needed. Responsibilities include troubleshooting, maintaining records, educating users on features, mentoring junior staff, and contributing to knowledge base content.

Qualifications

• Proven experience as a Customer Support Specialist or in a similar client-facing role.
• Excellent communication and interpersonal skills, with a patient and empathetic demeanor.
• Strong problem-solving and analytical abilities.
• Minimum of 3 years of experience in a customer service capacity.
• Familiarity with technical troubleshooting is highly advantageous.
• Must be able to work effectively both independently and as part of a team.
• Ability to commute to Midrand, Gauteng office for hybrid workdays.

Responsibilities

• Provide exceptional customer support via phone, email, and chat channels.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Escalate unresolved issues to appropriate departments or senior team members.
• Educate customers on product features and services.
• Gather customer feedback and report insights to management.
• Assist in training and mentoring junior support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Ensure all customer interactions adhere to company policies and service standards.
• Proactively identify trends in customer inquiries and suggest improvements.

Skills

Communication skills

Customer service

Problem solving

CRM software

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring exceptional customer satisfaction and providing first-line technical assistance. The successful candidate will act as a primary point of contact for customers, addressing inquiries, resolving issues, and escalating complex problems as needed. This position offers a hybrid work model , blending the benefits of in-office collaboration with the flexibility of remote work. You will be joining a forward-thinking company that values innovation and invests in its employees' growth and development. Located in the bustling commercial hub of Midrand, Gauteng , this role provides an excellent opportunity to advance your career in customer service within a supportive and professional environment.

Key Responsibilities

• Provide exceptional customer support via phone, email, and chat channels.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Escalate unresolved issues to appropriate departments or senior team members.
• Educate customers on product features and services.
• Gather customer feedback and report insights to management.
• Assist in training and mentoring junior support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Ensure all customer interactions adhere to company policies and service standards.
• Proactively identify trends in customer inquiries and suggest improvements.

Requirements

• Proven experience as a Customer Support Specialist or in a similar client-facing role.
• Excellent communication and interpersonal skills, with a patient and empathetic demeanor.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A minimum of 3 years of experience in a customer service capacity.
• Familiarity with technical troubleshooting is highly advantageous.
• Must be able to work effectively both independently and as part of a team.
• Ability to commute to our Midrand, Gauteng office for designated hybrid workdays.

Benefits

In return for your dedication and expertise, our client offers a competitive salary package, comprehensive medical aid, a retirement fund, and opportunities for professional development and career advancement. You will also benefit from working in a collaborative and inclusive environment with access to state-of-the‑art tools and technologies. The hybrid work arrangement provides a balanced approach to work and personal life, promoting well‑being. Join a company that truly values its employees and fosters a culture of continuous learning and growth. This is an exciting chance to make a significant impact in a key role within the customer service sector.