Tier 2 Escalations Specialist – Hybrid

Placements24; Stellenbosch; Hybrid; ZAR 201,000 - 357,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career growth opportunities

Health insurance

Job summary

Placements24 in Paarl is seeking an experienced Customer Service Representative - Tier 2 to join our dedicated team. This advanced role handles escalated inquiries that require deep product knowledge and a proactive approach to customer satisfaction.

You will collaborate with Tier 1 support and other departments, document resolutions in the CRM, and contribute to training materials, with a view to improving retention and loyalty across the business.

Qualifications

• Proven experience in a Tier 2 customer support role or similar advanced support position.
• In-depth knowledge of the company's products and services.
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple complex cases simultaneously.
• Experience with CRM software and ticketing systems is essential.
• A strong commitment to customer satisfaction and retention.

Responsibilities

• Handle escalated customer inquiries and complex issues requiring in-depth product knowledge.
• Provide expert guidance and resolutions to customers, ensuring a positive outcome.
• Analyze customer issues to identify root causes and suggest preventative measures.
• Collaborate with Tier 1 support and other departments to resolve client problems effectively.
• Document detailed notes on escalated cases and resolutions in the CRM system.
• Contribute to training materials and knowledge base for Tier 1 support staff.

Skills

Tier 2 customer support experience

Problem solving

Communication skills

Multitasking

CRM software

Customer retention focus

Job description

Placements24 in Paarl is seeking an experienced Customer Service Representative - Tier 2 to join our dedicated team. This advanced role handles escalated inquiries that require deep product knowledge and a proactive approach to customer satisfaction.

You will collaborate with Tier 1 support and other departments, document resolutions in the CRM, and contribute to training materials, with a view to improving retention and loyalty across the business.