Senior Customer Support Specialist - Remote

Placements24; Durban; Híbrido; ZAR 420.000 - 560.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Career development

Training programs

Competitive remuneration

Descripción de la vacante

Unknown company seeks a Senior Customer Support Specialist to join a remote-first team across South Africa. You will be the primary contact for complex inquiries and escalations, delivering clear guidance and timely resolutions.

You will mentor junior agents, contribute to knowledge base improvements, and help refine support processes while maintaining a high standard of customer satisfaction in a flexible, remote environment.

Formación

• Proven experience in customer service or helpdesk role with 3+ years.
• Ability to handle high-volume inquiries and complex issues with empathy.
• Excellent verbal and written communication; able to explain technical concepts clearly.

Responsabilidades

• Serve as primary contact for inquiries via phone, email, and live chat, resolving issues efficiently.
• Investigate and troubleshoot complex problems, with detailed follow-up actions.
• Escalate unresolved issues to appropriate departments for timely resolution.
• Develop knowledge of products/services to provide accurate information and guidance.
• Contribute to knowledge base, FAQs, and support documentation.
• Train and mentor new and junior support representatives.
• Analyze customer feedback and support trends to identify improvements.
• Proactively engage with customers to ensure a positive experience.

Conocimientos

Customer service

Communication

Problem solving

Remote work

Herramientas

CRM software

Ticketing systems

Descripción del empleo

About the Role

Our client, a rapidly growing tech innovator, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic virtual team. This is a fully remote, permanent position, offering the flexibility to work from anywhere within South Africa. You will be instrumental in ensuring our client's customers receive unparalleled support, acting as a primary point of contact for complex inquiries and escalations. This role demands a proactive approach to problem-solving and a deep commitment to customer satisfaction. As a Senior Specialist, you will also contribute to the continuous improvement of our client's support processes and mentor junior team members. We are looking for an individual who thrives in a remote-first environment and possesses exceptional communication skills to bridge any physical distance.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and live chat, resolving issues efficiently and effectively.
• Investigate and troubleshoot complex technical and non-technical problems, providing detailed solutions and follow-up actions.
• Escalate unresolved issues to appropriate departments, ensuring timely resolution and customer satisfaction.
• Develop and maintain comprehensive knowledge of our client's products and services to provide accurate information and guidance.
• Contribute to the creation and updating of support documentation, knowledge base articles, and FAQs.
• Train and mentor new and junior customer support representatives, sharing best practices and product knowledge.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Proactively engage with customers to ensure a positive and supportive experience.

Requirements

• Proven experience (minimum 3 years) in a customer service or helpdesk role, preferably in a tech-related industry.
• Demonstrated ability to handle high-volume inquiries and complex customer issues with professionalism and empathy.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work independently and collaboratively in a remote setting.
• A stable internet connection and a dedicated, quiet workspace are essential.
• Experience with remote collaboration tools (e.g., Slack, Zoom, Microsoft Teams) is advantageous.

Benefits

Our client values their employees and offers a comprehensive benefits package designed to support your well-being and professional growth. This includes competitive remuneration, opportunities for advancement within a growing company, ongoing training and development programs, and a supportive, collaborative remote work culture. You will have the chance to work with cutting-edge technology and contribute to a company that is making a real impact. We believe in fostering a healthy work-life balance and provide the tools and flexibility you need to succeed. Join a team where your contributions are recognized and valued.