Senior Customer Support Specialist - WhatJobs Direct

Placements24; Polokwane; Ibrido; ZAR 360.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Retirement contributions

Paid time off

Professional development

Career growth

Descrizione del lavoro

WhatJobs Direct is seeking a Senior Customer Support Specialist to join a hybrid team in Polokwane, Limpopo, ZA. You will provide expert-level support, mentor junior staff, and collaborate across product and sales to enhance customer experiences.

The role requires deep product knowledge, strong problem-solving, and leadership to drive service improvements while maintaining SLAs in a dynamic support environment.

Competenze

• Senior/lead level experience in customer support or helpdesk.
• Deep knowledge of company products and services.
• Excellent problem-solving and analytical skills.
• Strong leadership and mentoring abilities.
• Excellent communication and conflict-resolution skills.
• Proficient with CRM systems and support tools.
• Ability to manage multiple priorities under pressure.
• Bachelor's degree or equivalent practical experience.
• Experience in a hybrid work environment.

Mansioni

• Provide advanced support for complex and escalated issues.
• Mentor and train junior representatives.
• Develop and update knowledge base articles and FAQs.
• Collaborate with product and sales teams to address needs.
• Monitor SLA adherence and key support metrics.
• Contribute to new support strategies and initiatives.
• Participate in quality assurance reviews of interactions.
• Identify trends from feedback to drive service improvements.

Conoscenze

Customer support

Helpdesk

Leadership

Mentoring

CRM software

SLA management

Formazione

Bachelor's degree

Descrizione del lavoro

About the Role

WhatJobs Direct is seeking an experienced and highly motivated Senior Customer Support Specialist to join our team. This position involves a hybrid work arrangement, allowing for a blend of remote work and in-office presence in Polokwane, Limpopo, ZA . You will be responsible for providing advanced support, handling complex customer issues, and mentoring junior team members. This role requires a deep understanding of our products/services, excellent problem-solving skills, and a commitment to delivering exceptional customer experiences. Our client values a collaborative environment that fosters both individual growth and team success. The ideal candidate is a seasoned professional with a passion for customer advocacy and a desire to contribute to continuous service improvement. If you are ready to take on greater responsibility and lead by example in a dynamic support setting, this role is an excellent opportunity.

Key Responsibilities

• Provide expert-level support to customers, resolving complex and escalated issues.
• Analyze customer feedback and identify trends to drive service improvements.
• Mentor and train junior customer support representatives.
• Develop and update support documentation, knowledge base articles, and FAQs.
• Collaborate with other departments (e.g., product, sales) to address customer needs.
• Monitor key customer support metrics and ensure adherence to service level agreements (SLAs).
• Proactively identify opportunities to enhance customer satisfaction and loyalty.
• Handle customer escalations with professionalism and efficiency.
• Contribute to the development and implementation of new support strategies.
• Participate in quality assurance reviews of customer interactions.

Requirements

• Proven experience in a customer support or helpdesk role, with a significant portion at a senior or lead level.
• In-depth knowledge of company products and services.
• Exceptional problem-solving and analytical skills.
• Strong leadership and mentoring capabilities.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency with CRM software and advanced support tools.
• Ability to manage multiple priorities and work effectively under pressure.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience in a hybrid work environment.
• Must be available for hybrid work in Polokwane, Limpopo, ZA .

Benefits

Our client offers a competitive salary and comprehensive benefits package, including health insurance and retirement contributions. This hybrid role provides flexibility while ensuring team cohesion and access to office resources in Polokwane, Limpopo, ZA . Opportunities for leadership development and career advancement. Contribute to shaping customer support strategies. Be part of a dynamic and supportive team. Paid time off and professional development opportunities.