Senior Customer Support Specialist - WhatJobs Direct

Placements24; Pietermaritzburg; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Competitive salary package with bonus

Comprehensive health, dental, and view

Professional development opportunities

Pension fund contribution

Hybrid work arrangements

Job summary

Placements24 is seeking a Senior Customer Support Specialist in Pietermaritzburg, KwaZulu-Natal. The role focuses on delivering expert guidance, resolving complex issues, and maintaining high customer satisfaction with a modern recruitment platform.

The ideal candidate will have strong communication and technical troubleshooting skills, experience with CRM and helpdesk systems, and a proactive approach to customer success. Hybrid work options may be available.

Qualifications

• Proven experience in a senior customer support or similar client-facing technical role.
• Excellent communication and problem-solving skills across multiple channels.
• Ability to explain technical concepts to non-technical users and manage priorities.

Responsibilities

• Provide advanced technical support via phone, email, and chat.
• Resolve complex customer issues and escalate when needed.
• Develop understanding of the platform and best practices for user success.
• Create and update knowledge base articles and FAQs.
• Identify trends and feedback for product/engineering teams.
• Lead user training sessions and webinars.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Multitasking

Customer-focused

Education

Bachelor's degree in IT/CS/Business

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client, a leading innovator in the recruitment technology sector, is seeking an exceptional Senior Customer Support Specialist to join their dynamic team in Pietermaritzburg, KwaZulu-Natal . This role is pivotal in ensuring the highest levels of customer satisfaction and engagement with our client's cutting‑edge platform. You will be at the forefront of client interaction, providing expert guidance and resolving complex issues. This is a fantastic opportunity for a seasoned support professional looking to make a significant impact within a growing organization that values dedication and expertise. We are committed to fostering a collaborative environment where your contributions are recognized and rewarded. The ideal candidate will possess a deep understanding of customer service principles and a passion for technology‑driven solutions. Join us and help shape the future of talent acquisition support.

The vibrant city of Pietermaritzburg offers a rich cultural experience and a thriving professional community, making it an ideal place to advance your career while enjoying a high quality of life. Our client believes in empowering their employees and provides ample opportunities for professional development and career progression. This position requires a blend of technical aptitude and strong interpersonal skills, enabling you to connect with a diverse clientele effectively.

Key Responsibilities

• Provide advanced technical support and troubleshooting for client inquiries via phone, email, and chat.
• Manage and resolve complex customer issues, escalating when necessary to appropriate internal teams.
• Develop and maintain a deep understanding of our client's platform features, functionalities, and best practices.
• Create and update knowledge base articles, FAQs, and support documentation to empower users and internal teams.
• Identify trends in customer issues and provide feedback to the product and engineering teams for continuous improvement.
• Conduct user training sessions and webinars to enhance customer proficiency with the platform.
• Build and nurture strong relationships with clients, ensuring their ongoing satisfaction and success.
• Contribute to the development and implementation of customer support strategies and processes.
• Act as a product expert and advocate within the customer support function.
• Monitor customer feedback channels and respond proactively to potential issues.

Requirements

• Proven experience as a Senior Customer Support Specialist or in a similar client‑facing technical support role.
• Excellent communication, interpersonal, and problem‑solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of software applications and technology troubleshooting.
• Ability to explain technical concepts clearly to non-technical users.
• Experience in the recruitment technology or SaaS industry is highly advantageous.
• A bachelor's degree in Information Technology, Computer Science, Business, or a related field is preferred.
• Demonstrated ability to manage multiple priorities and work effectively under pressure.
• A proactive approach to identifying and resolving customer needs.
• Familiarity with the Pietermaritzburg, KwaZulu-Natal job market is a plus.

Benefits

• Competitive salary package with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and continuous learning.
• A supportive and collaborative work environment.
• Generous paid time off and holiday leave.
• Pension fund contribution.
• Access to the latest technology and tools.
• Potential for hybrid work arrangements, offering flexibility.
• Team-building events and social activities.
• Career advancement opportunities within a growing company.