Virtual Customer Support Agent

Placements24; Rustenburg; Hybrid; ZAR 156,000 - 234,000; Full time

Benefits offered by this job

Medical aid

Retirement savings

Remote work

Training programs

Job summary

Placements24 is seeking a proactive Virtual Customer Support Agent to join a fully remote team based out of Rustenburg. You will manage customer inquiries and resolve issues through email, live chat, and social media, delivering solutions that enhance satisfaction and loyalty.

The role requires excellent written and verbal communication, experience with CRM and ticketing systems, and the ability to work autonomously while meeting performance targets in a flexible remote environment.

Qualifications

• Experience in a customer support or helpdesk role, ideally remote.
• Excellent written and verbal communication skills.
• Ability to work autonomously and meet performance targets.

Responsibilities

• Manage and resolve customer inquiries via email, live chat, and social media platforms with speed and accuracy.
• Diagnose and troubleshoot customer issues, providing clear and concise solutions.
• Maintain detailed and accurate records of customer interactions and resolutions in the designated system.
• Proactively engage with customers to offer support, guidance, and product information.
• Collaborate with internal departments to resolve escalated customer concerns.
• Contribute to the development of support documentation and FAQs.

Skills

Written communication

Verbal communication

Analytical thinking

Autonomous work

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is actively seeking a proactive and skilled Virtual Customer Support Agent to join their fully remote team, based out of Rustenburg . This role is pivotal in ensuring our customers receive outstanding support and assistance, resolving issues efficiently and effectively through digital channels. You will be empowered to provide solutions that enhance customer satisfaction and loyalty, working collaboratively within a virtual setting. If you are a natural problem-solver with excellent communication abilities and thrive in an independent work environment, this is an excellent opportunity to advance your career while enjoying the benefits of remote employment. You will be part of a team committed to continuous improvement and delivering exceptional customer experiences.

Key Responsibilities

• Manage and resolve customer inquiries via email, live chat, and social media platforms with speed and accuracy.
• Diagnose and troubleshoot customer issues, providing clear and concise solutions.
• Maintain detailed and accurate records of customer interactions and resolutions in the designated system.
• Proactively engage with customers to offer support, guidance, and product information.
• Collaborate with internal departments to resolve escalated customer concerns.
• Contribute to the development of support documentation and FAQs.

Requirements

• Demonstrated experience in a customer support or helpdesk role, ideally within a remote capacity.
• Exceptional written and verbal communication skills, with a focus on clarity and professionalism.
• Proficiency with customer relationship management (CRM) software and ticketing systems.
• Strong analytical and problem-solving skills, with the ability to think critically.
• Ability to work autonomously, manage workload effectively, and meet performance targets.
• A stable internet connection and a suitable home office setup are essential.

Benefits

• Competitive monthly salary with performance incentives.
• Comprehensive benefits including medical aid and retirement savings options.
• Full remote working arrangement, offering significant flexibility.
• Access to ongoing training and professional development programs.
• A supportive and collaborative virtual team culture.