Senior Remote Customer Support Specialist - Mahikeng

Placements24; LegKraal Gate; Hybrid; ZAR 988,000 - 1,647,000; Full time

Benefits offered by this job

Medical aid

Retirement planning

Career development

Job summary

Placements24 is seeking a Senior Remote Customer Support Specialist to join its fully remote, global team. The role focuses on advanced support, mentoring junior staff, and maintaining high satisfaction standards from a home office.

The ideal candidate has 5+ years in customer support, excels in resolving complex technical issues, and can lead others while collaborating with Product and Engineering to improve the customer experience.

Qualifications

• Minimum of 5 years in customer support, with senior or specialized experience.
• Exceptional written and verbal communication skills.

Responsibilities

• Provide expert-level customer support via email, phone, and chat.
• Troubleshoot and resolve highly complex technical and service-related issues.
• Serve as a point of escalation for challenging customer cases.
• Mentor and guide junior colleagues in technical and procedural aspects.
• Contribute to support documentation and knowledge base content.
• Analyze customer data to identify trends and areas for service improvement.
• Collaborate with Product and Engineering to resolve issues and provide feedback.
• Ensure all interactions are logged in the CRM system.
• Identify opportunities to enhance the customer experience and drive satisfaction.
• Participate in virtual meetings and training sessions to support team goals.

Skills

Communication skills

Analytical thinking

Remote work discipline

Mentoring

Tools

CRM systems

Helpdesk ticketing software

Job description

About the Role

Our client is actively seeking a highly experienced Senior Remote Customer Support Specialist to join their fully remote, global team. This role is critical in providing advanced support, resolving complex customer issues, and mentoring junior team members, all from your home office. As a remote-first company, we foster an environment where you can thrive professionally while enjoying the ultimate flexibility. You will be instrumental in maintaining high standards of customer satisfaction, ensuring a seamless and positive experience for all clients. This position requires a proactive, self-directed individual with a proven history of excellence in customer service and technical problem-solving. We are looking for a leader in customer support who can contribute significantly to our client's success and uphold their reputation for outstanding service, irrespective of geographical location.

Key Responsibilities

Provide expert-level customer support via email, phone, and chat. Troubleshoot and resolve highly complex technical and service-related issues. Serve as a point of escalation for challenging customer cases. Mentor and guide junior customer support specialists, offering technical and procedural advice. Contribute to the development and improvement of support documentation and knowledge base content. Analyze customer interaction data to identify trends and areas for service improvement. Collaborate with cross-functional teams (Product, Engineering) to resolve customer issues and provide feedback. Ensure all customer interactions are logged accurately and efficiently in the CRM system. Proactively identify opportunities to enhance the customer experience and drive satisfaction. Participate in virtual team meetings, training sessions, and contribute to team goals.

Requirements

Minimum of 5 years of experience in customer support, with a significant portion in a senior or specialized role. Demonstrated expertise in troubleshooting complex technical issues. Exceptional written and verbal communication skills. Proficiency with advanced CRM systems and helpdesk ticketing software. Strong analytical and problem-solving capabilities. Proven ability to mentor and train colleagues. Excellent time management and organizational skills for effective remote work. Must have a reliable high-speed internet connection and a suitable home office environment. Ability to work independently and proactively manage workload. Experience working within a fully remote team structure is highly preferred.

Benefits

Our client offers a highly competitive salary, a comprehensive benefits package including medical aid and retirement planning, and substantial opportunities for career advancement and professional development. As a fully remote position, you gain unparalleled flexibility and autonomy. You will be part of a global team that values collaboration, innovation, and continuous learning. This is an excellent opportunity to leverage your senior support expertise in a remote setting and make a significant impact on customer satisfaction for a leading company.