Senior Customer Support Specialist - WhatJobs Direct

Placements24; Noord-Kaap; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Paid vacation

Sick leave

Training & development

Team events

Job summary

Placements24 is seeking an experienced Senior Customer Support Specialist to join their Kimberley team. The role focuses on providing high-level support, troubleshooting complex issues, and mentoring junior staff.

You will ensure customer satisfaction, contribute to support process improvements, and maintain adherence to SLAs in a collaborative, on-site environment.

Qualifications

• Minimum 5 years in a customer support or helpdesk role with proven experience handling complex issues.
• Excellent communication, problem-solving, and analytical skills.
• Strong leadership potential and experience mentoring or training others.
• Proficiency with CRM systems and advanced troubleshooting tools.
• Ability to manage multiple high-priority tasks and meet deadlines.
• Customer-centric approach with a dedication to exceptional service.

Responsibilities

• Handle advanced customer inquiries and resolve complex issues.
• Provide guidance and mentorship to junior support staff.
• Develop and update customer support documentation and training materials.
• Analyze customer feedback and support trends to identify improvements.
• Escalate critical issues to appropriate departments and ensure timely resolution.
• Act as a point of contact for VIP clients and high-priority issues.

Skills

Excellent communication

Problem-solving

Analytical skills

Leadership potential

Mentoring or training

Education

High school diploma or equivalent

Tools

CRM systems

Advanced troubleshooting tools

Job description

About the Role

Our client is seeking an experienced and proactive Senior Customer Support Specialist to join their team in Kimberley, Northern Cape, ZA . This role is integral to providing high-level support to our customers, troubleshooting complex issues, and mentoring junior team members. You will be responsible for ensuring customer satisfaction and contributing to the continuous improvement of our support processes. This is an on-site position, offering a collaborative work environment where your expertise will be highly valued. Join a leading company that offers stability and opportunities for professional growth.

Key Responsibilities

• Handle advanced customer inquiries and resolve complex technical or service issues.
• Provide guidance and mentorship to junior customer support staff.
• Develop and update customer support documentation, knowledge base articles, and training materials.
• Analyze customer feedback and support trends to identify areas for improvement.
• Escalate critical issues to appropriate departments and ensure timely resolution.
• Act as a point of contact for VIP clients and high-priority customer issues.
• Participate in the training and onboarding of new support team members.
• Contribute to the development and implementation of new support strategies and tools.
• Ensure adherence to service level agreements (SLAs) and company standards.
• Collaborate with cross-functional teams to address systemic customer issues.

Requirements

• Minimum of 5 years of experience in a customer support or helpdesk role, with proven experience handling complex issues.
• Excellent communication, problem-solving, and analytical skills.
• Strong leadership potential and experience in mentoring or training others.
• Proficiency with CRM systems and advanced troubleshooting tools.
• Ability to manage multiple high-priority tasks and meet deadlines.
• A customer-centric approach with a dedication to providing exceptional service.
• High school diploma or equivalent; relevant certifications or a degree are advantageous.
• Must be able to work full-time at our Kimberley office.
• Experience in developing support documentation and procedures.
• Ability to work effectively within a team and independently.

Benefits

• An attractive annual salary of R .
• Comprehensive medical aid and retirement fund benefits.
• Generous paid vacation and sick leave allowance.
• Opportunities for advanced training and professional development.
• A stable and supportive work environment in Kimberley .
• Performance-based bonuses and annual salary reviews.
• Employee assistance program for well-being support.
• Team building activities and social events.
• Career advancement opportunities within the company.
• Modern office facilities and resources.