Senior Customer Support Specialist - Pietermaritzburg

Placements24; KwaZulu-Natal; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Annual leave

Performance bonuses

Professional development

Team-building activities

Hybrid work option

Job summary

Placements24 is seeking a highly experienced Senior Customer Support Specialist to join our client in Pietermaritzburg, KwaZulu-Natal. You will lead by example, mentor junior agents, and ensure exceptional service delivery across phone, email and chat channels.

The ideal candidate has 3–5 years in customer service, strong problem-solving, and solid CRM/ticketing skills, with a passion for process improvement and collaboration with Sales and Product teams.

Qualifications

• 3–5 years in customer service or helpdesk, with at least 1 year in a senior role.
• Strong communication and listening skills.
• Proficient with CRM and ticketing systems.
• Able to train and mentor junior staff; team-oriented.

Responsibilities

• Provide advanced technical and non-technical support via phone, email, and chat.
• Investigate and resolve complex customer issues; escalate when needed.
• Train and mentor new and existing customer service representatives; improve support processes.
• Develop knowledge base articles and documentation.
• Analyze feedback and trends to drive service improvements.
• Collaborate with Sales and Product teams to address needs.
• Ensure SLAs and policies are followed.
• Manage a high volume of interactions; prioritize effectively.
• Contribute to new support strategies and tools.

Skills

CRM software

Helpdesk systems

Communication skills

Analytical thinking

Problem solving

Team mentoring

Independent worker

SA market knowledge

Tools

Ticketing systems

Job description

About the Role

Our client is seeking a highly experienced and dedicated Senior Customer Support Specialist to join their dynamic team in Pietermaritzburg , KwaZulu-Natal. This role is pivotal in ensuring exceptional customer service delivery and maintaining high standards of client satisfaction. The ideal candidate will possess a deep understanding of customer support principles, advanced problem-solving skills, and a proven ability to lead by example. You will be instrumental in mentoring junior team members and contributing to the continuous improvement of our client's support processes. This is a fantastic opportunity to advance your career in a supportive and challenging environment within the bustling hub of Pietermaritzburg .

Key Responsibilities

• Provide advanced technical and non-technical support to a diverse customer base via phone, email, and chat.
• Investigate and resolve complex customer issues, escalating when necessary to appropriate departments.
• Train and mentor new and existing customer service representatives, fostering a culture of excellence.
• Develop and update knowledge base articles and customer support documentation.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Collaborate with cross-functional teams (e.g., Sales, Product Development) to address customer needs and feedback.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Manage and prioritize a high volume of customer interactions efficiently and effectively.
• Contribute to the development and implementation of new support strategies and tools.

Requirements

• A minimum of 3-5 years of experience in a customer service or helpdesk role, with at least 1 year in a senior or lead capacity.
• Proven experience in troubleshooting and resolving complex customer issues.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Experience in training or mentoring junior staff is highly desirable.
• Knowledge of the South African market and customer expectations is a plus.
• Relevant certifications in customer service or IT support are advantageous.
• Must be based in or willing to relocate to the Pietermaritzburg area.

Benefits

• Our client offers a competitive remuneration package, including a R annual salary, along with comprehensive benefits.
• Employees enjoy access to medical aid, a retirement fund, and generous annual leave.
• Continuous professional development opportunities and ongoing training are provided.
• The company fosters a collaborative and inclusive work environment.
• Opportunities for career advancement within the organization are plentiful.
• Furthermore, enjoy potential performance bonuses and team-building activities designed to enhance workplace morale.
• This role offers a blend of in-office collaboration and remote flexibility, supporting a healthy work-life balance in the scenic province of KwaZulu-Natal.