Virtual Customer Engagement Specialist

Placements24; Klerksdorp; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid annual leave and sick days

Technology stipend

Job summary

WhatJobs Direct is seeking a skilled Virtual Customer Engagement Specialist to join a fully remote team. You will engage with customers across digital channels, provide product information, and resolve issues with empathy and efficiency.

Ideal candidates have 2+ years in customer service, strong communication, and experience with CRM tools. A reliable home workspace and internet connection are essential for success in this remote role.

Qualifications

• Minimum of 2 years of customer service experience.
• Exceptional written and verbal communication skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong ability to multitask and work effectively in a remote environment.
• Reliable internet connection and quiet, dedicated workspace.
• Positive and professional demeanor at all times.

Responsibilities

• Manage and respond to customer inquiries across email, live chat, and social media.
• Provide timely and accurate information regarding products and services.
• Resolve customer complaints with empathy and efficiency.
• Document all interactions and follow-up actions in the CRM system.
• Identify trends in feedback and report to management for service improvement.
• Troubleshoot common issues and guide customers through solutions.
• Proactively reach out to customers to ensure satisfaction and gather feedback.
• Collaborate with internal teams to ensure a seamless customer experience.
• Stay current with product updates and service offerings to provide informed support.
• Contribute to development and refinement of customer service protocols.

Education

High school diploma

Degree in related field (advantageous)

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

WhatJobs Direct is actively seeking a skilled and enthusiastic Virtual Customer Engagement Specialist to join our fully remote team. This position is designed for individuals who are passionate about building strong customer relationships and possess exceptional communication abilities. As a remote-first organization, we prioritize creating an environment where our employees can thrive regardless of their physical location. You will be at the forefront of customer interaction, serving as a key point of contact for inquiries, feedback, and support needs. This role demands a proactive approach to problem-solving and a commitment to delivering unparalleled service experiences. If you are a self-starter, comfortable working independently, and excel in a virtual setting, this opportunity is ideal for you. Join a forward-thinking company that values its employees and offers a clear trajectory for professional growth and development within the customer service sector.

Key Responsibilities

• Manage and respond to customer inquiries across multiple digital platforms including email, live chat, and social media.
• Provide timely and accurate information regarding our products and services.
• Resolve customer complaints and concerns with empathy and efficiency.
• Document all customer interactions and follow-up actions in the CRM system.
• Identify trends in customer feedback and report them to management for service improvement.
• Assist customers with troubleshooting common issues and guide them through solutions.
• Proactively reach out to customers to ensure their satisfaction and gather feedback.
• Collaborate with internal teams to ensure a seamless customer experience.
• Stay current with product updates and service offerings to provide informed support.
• Contribute to the development and refinement of customer service protocols.

Requirements

• Minimum of 2 years of experience in customer service, preferably in a remote or virtual capacity.
• Exceptional written and verbal communication skills, with a keen eye for detail.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong ability to multitask and manage workload effectively in a remote environment.
• High school diploma required; a degree in a related field is advantageous.
• Demonstrated ability to de-escalate tense situations and find satisfactory resolutions.
• Must possess a reliable internet connection and a quiet, dedicated workspace.
• Adaptability to changing priorities and customer needs.
• A positive and professional demeanor at all times.
• Eagerness to learn and contribute to team success.

Benefits

This fully remote role comes with a competitive remuneration package, including a generous annual salary and a comprehensive benefits plan. We offer health, dental, and vision insurance, along with paid annual leave and sick days. Opportunities for continuous learning and professional development are provided through online training modules and workshops. As part of our commitment to a healthy work-life balance, we offer flexible working hours. Our client also provides a technology stipend to ensure you have the best tools for your remote setup. Regular virtual team meetings and social events help foster a strong sense of community and collaboration amongst our dispersed team members. Advance your career with a company that truly supports its remote workforce.