Senior Remote Customer Support Specialist

Placements24; Durban; Hybrid; ZAR 420,000 - 560,000; Full time

Benefits offered by this job

Remote work

Career development

Training programs

Competitive remuneration

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Remote work

Tools

CRM software

Ticketing systems

Job description

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.