Tier 2 Escalation Support Specialist – Cape Town

Placements24; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Medical aid

Overtime pay

Employee discount

Performance bonuses

Training programs

Team environment

Job summary

Placements24 in Cape Town, Western Cape is seeking a dedicated Customer Service Representative (Tier 2) to handle escalated inquiries and resolve complex issues within our dynamic e-commerce operations.

You will provide in-depth product knowledge, document interactions in the CRM, collaborate with logistics, sales and technical teams, and actively contribute to knowledge base articles and training materials to improve the customer experience.

Qualifications

• At least 2 years in a customer service role, with 1 year in Tier 2 or escalated support.
• Ability to handle difficult customer interactions with professionalism.
• Excellent active listening, verbal, and written communication skills.
• Proficient with CRM software and helpdesk ticketing systems.
• Strong analytical and problem-solving abilities.
• Capable of working independently and as part of a team.
• On-site availability in Cape Town, Western Cape.
• High school diploma; tertiary education is a plus.
• Proactive in addressing customer needs.

Responsibilities

• Address and resolve escalated customer complaints and issues that could not be solved by Tier 1 support.
• Provide in-depth product knowledge and technical assistance to customers.
• Investigate customer concerns thoroughly, identifying root causes and implementing effective solutions.
• Communicate clearly and empathetically with customers via phone, email, and live chat.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Collaborate with internal departments (e.g., logistics, sales, technical) to facilitate issue resolution.
• Contribute to the creation and improvement of customer service knowledge base articles and training materials.
• Monitor customer satisfaction levels and actively seek opportunities to enhance the customer experience.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

Skills

CRM proficiency

Active listening

Verbal communication

Written communication

Analytical skills

Teamwork

Independence

Education

High school diploma

Tools

CRM software

Helpdesk/ticketing systems

Job description

Placements24 in Cape Town, Western Cape is seeking a dedicated Customer Service Representative (Tier 2) to handle escalated inquiries and resolve complex issues within our dynamic e-commerce operations.

You will provide in-depth product knowledge, document interactions in the CRM, collaborate with logistics, sales and technical teams, and actively contribute to knowledge base articles and training materials to improve the customer experience.