Senior Customer Support Specialist - Midrand Hub

Placements24; Midrand; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Performance bonuses

Job summary

Placements24 in Midrand, Gauteng, is seeking a Senior Customer Support Specialist to deliver expert assistance across phone, email and chat. You will troubleshoot complex issues, mentor junior staff, and collaborate with product and engineering teams to improve support processes.

This hybrid role combines in-office and remote work, requiring strong CRM experience (Zendesk or Salesforce Service Cloud), excellent communication, and a customer‑focused mindset.

Qualifications

• Minimum 5 years of experience in customer service or technical support.
• Ability to handle complex inquiries and problem-solving.
• Excellent communication and interpersonal skills.
• Experience with CRM and ticketing software (Zendesk, Salesforce Service Cloud).

Responsibilities

• Provide advanced technical and non-technical support via phone, email, and chat.
• Troubleshoot and resolve complex customer issues; escalate when needed.
• Develop and maintain knowledge base articles and FAQs.
• Analyze feedback and trends to drive service improvements.
• Mentor junior support staff on best practices and product knowledge.
• Manage escalations and ensure timely resolution of critical issues.
• Contribute to improvement of support processes and tools.
• Collaborate with product and engineering to report and resolve bugs.
• Adhere to company policies for a consistent customer experience.

Skills

Advanced troubleshooting

Customer communication

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a leading innovator in the technology services sector, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Midrand, Gauteng. This role is crucial in ensuring exceptional customer satisfaction by providing expert assistance and problem-solving for a diverse range of clients. The ideal candidate will possess a deep understanding of customer service principles and a proven track record of delivering outstanding support in a fast-paced environment. This is an exciting opportunity to contribute to a growing company and be part of a collaborative team that values professionalism and efficiency. The role offers a blend of in-office and remote work, providing flexibility while fostering team cohesion.

Key Responsibilities

• Provide advanced technical and non-technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex customer issues, escalating when necessary to higher support tiers or relevant departments.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Train and mentor junior support staff on best practices and product knowledge.
• Manage customer escalations and ensure timely resolution of critical issues.
• Contribute to the continuous improvement of support processes and tools.
• Collaborate with product and engineering teams to report and resolve bugs or system issues.
• Adhere to all company policies and procedures, ensuring a consistent and high-quality customer experience.

Requirements

• Minimum of 5 years of experience in a customer service or technical support role.
• Proven ability to handle complex customer inquiries and problem-solving situations.
• Excellent communication, interpersonal, and active listening skills.
• Strong understanding of CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud).
• Proficiency in troubleshooting common software and hardware issues.
• Ability to work independently and as part of a team in a hybrid work environment.
• Demonstrated experience in mentoring or leading junior team members is advantageous.
• A patient, empathetic, and customer-focused attitude.
• Fluency in English; additional South African languages are a plus.

Benefits

• Our client offers a competitive salary package, comprehensive health insurance, opportunities for professional development and career advancement, and a vibrant work culture.
• Employees benefit from a hybrid work model, providing a healthy work-life balance.
• Additional perks include performance bonuses and access to the latest technologies.

This role is based in the accessible Midrand, Gauteng area.