Senior Customer Support Specialist - WhatJobs Direct

Placements24; Midrand; Hybrid; ZAR 420,000 - 540,000; Full time

Job summary

WhatJobs Direct in Midrand, Gauteng, is seeking a highly motivated Senior Customer Support Specialist to lead escalated inquiries, mentor junior staff, and drive customer satisfaction.

You will work with Sales and Product teams to resolve complex issues, analyze feedback, and develop knowledge base content while upholding SLAs in a fast-paced environment.

Qualifications

• Proven experience as a Senior Customer Support Specialist or similar.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and ticketing systems.
• Ability to work independently and as part of a team.
• Experience in training or mentoring junior staff is highly desirable.
• A passion for customer service and a customer-centric mindset.
• Familiarity with the Gauteng region's tech landscape.
• Bachelor's degree or equivalent practical experience.
• Demonstrated ability to handle high-pressure situations calmly and effectively.

Responsibilities

• Serve as an escalated point of contact for customer issues, providing expert resolution and detailed follow-up.
• Mentor and guide junior support staff, sharing best practices and technical knowledge.
• Analyze customer feedback and support data to identify trends and recommend service improvements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments, such as Sales and Product Development, to resolve customer concerns.
• Ensure adherence to service level agreements (SLAs) and company support standards.
• Proactively identify opportunities to improve customer satisfaction and retention within the Midrand, Gauteng region.
• Handle complex technical and billing inquiries with professionalism and efficiency.
• Contribute to the development and implementation of new customer support strategies.

Skills

Senior Customer Support

Communication skills

Analytical & problem solving

CRM software & ticketing

Independent & team work

Mentoring junior staff

Customer-centric mindset

Gauteng familiarity

High-pressure handling

Bachelor's degree

Education

Bachelor's degree in related field

Job description

About the Role

Our client, WhatJobs Direct, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Midrand, Gauteng . This role is crucial for maintaining and enhancing the overall customer experience, ensuring client satisfaction, and acting as a primary point of contact for complex inquiries. The ideal candidate will possess a deep understanding of customer service principles, excellent problem-solving skills, and a commitment to delivering exceptional support. This position offers a fantastic opportunity to grow within a reputable organization and contribute significantly to its success. You will be working in a collaborative environment where your contributions are valued and recognized. The role requires a proactive approach to identifying customer needs and providing timely, effective solutions. This is an exciting chance to leverage your expertise in a challenging yet rewarding setting in the heart of Gauteng.

Key Responsibilities

• Serve as an escalated point of contact for customer issues, providing expert resolution and detailed follow-up.
• Mentor and guide junior support staff, sharing best practices and technical knowledge.
• Analyze customer feedback and support data to identify trends and recommend service improvements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments, such as Sales and Product Development, to resolve customer concerns.
• Ensure adherence to service level agreements (SLAs) and company support standards.
• Proactively identify opportunities to improve customer satisfaction and retention within the Midrand, Gauteng region.
• Handle complex technical and billing inquiries with professionalism and efficiency.
• Contribute to the development and implementation of new customer support strategies.

Requirements

• Proven experience as a Senior Customer Support Specialist or similar role.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in customer relationship management (CRM) software and ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Experience in training or mentoring junior staff is highly desirable.
• A passion for customer service and a customer-centric mindset.
• Familiarity with the technological landscape of the Gauteng region.
• Bachelor's degree in a related field or equivalent practical experience.
• Demonstrated ability to handle high-pressure situations calmly and effectively.

Benefits

• Our client offers a competitive salary package and a comprehensive benefits program.
• This includes medical aid, a provident fund, and opportunities for professional development and career advancement.
• You will work in a modern office environment located in Midrand, Gauteng , with access to amenities.
• The company culture fosters continuous learning and encourages employees to take initiative.
• Performance-based bonuses are also available, recognizing outstanding contributions.
• Additionally, there are regular team-building activities and social events designed to enhance camaraderie.
• We provide extensive training to ensure you are equipped with the latest skills and knowledge to excel in your role.
• This is more than just a job; it's a career path with a supportive and forward-thinking organization.