Tier 2 Customer Support Specialist — Hybrid (Stellenbosch)

Placements24; Stellenbosch; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical aid plan

Employee discounts on company products

Training and development programs

Fun and engaging work environment

Job summary

Placements24 in Stellenbosch seeks a Customer Support Representative (Tier 2) for a growing e-commerce platform. The role combines hybrid work with in-person collaboration at our Stellenbosch office, handling escalated inquiries from Tier 1 via phone, email, and chat, and resolving complex technical issues.

You will mentor Tier 1 staff, contribute to knowledge base, document interactions in the CRM, and partner with technical support and operations to improve service quality.

Qualifications

• 2–3 years in a customer support role, including at least 1 year in Tier 2/escalated support.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to learn new systems quickly.
• Proficient in using helpdesk software and CRM systems.
• Able to work effectively in a hybrid setting.

Responsibilities

• Handle escalated customer inquiries from Tier 1 via phone, email and chat.
• Diagnose and resolve complex technical and service-related issues.
• Investigate complaints, identify root causes, and implement corrective actions.
• Provide clear explanations of solutions to customers.
• Document interactions and resolutions accurately in the CRM system.
• Collaborate with technical support and operations to resolve issues.
• Contribute to knowledge base articles and FAQs for customers and staff.
• Train Tier 1 staff on advanced troubleshooting techniques.
• Identify trends and provide feedback for service improvement.

Skills

Problem solving

Communication skills

Customer service

Technical aptitude

Helpdesk software

CRM systems

Team player

Empathy

Tools

CRM systems

Helpdesk software

Job description

Placements24 in Stellenbosch seeks a Customer Support Representative (Tier 2) for a growing e-commerce platform. The role combines hybrid work with in-person collaboration at our Stellenbosch office, handling escalated inquiries from Tier 1 via phone, email, and chat, and resolving complex technical issues.

You will mentor Tier 1 staff, contribute to knowledge base, document interactions in the CRM, and partner with technical support and operations to improve service quality.