Senior Customer Support Specialist

Our client, a leading innovator in customer engagement solutions, is seeking a highly skilled and motivated Senior Customer Support Specialist to join their dynamic team in Rustenburg, North West, ZA . This role offers a unique opportunity to contribute to a company dedicated to exceptional client experiences. The ideal candidate will possess a deep understanding of customer service principles and a passion for problem-solving.

You will be instrumental in maintaining high customer satisfaction rates and fostering long-term client relationships. This position is crucial for ensuring our client's reputation for outstanding service delivery remains intact within the local market and beyond. We are looking for a proactive individual who can not only address immediate customer needs but also identify trends and contribute to service improvement initiatives.

The role is based in Rustenburg, North West, ZA , offering a blend of in-office collaboration and remote flexibility, making it an ideal hybrid opportunity for professionals in the region.

• Provide advanced technical support and troubleshooting for a diverse range of customer inquiries via phone, email, and chat.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Collaborate with product development and sales teams to relay customer feedback and identify areas for service enhancement.
• Train and mentor junior customer support representatives, sharing best practices and expertise.
• Manage and resolve complex customer escalations with a high degree of professionalism and efficiency.
• Proactively monitor customer accounts to identify potential issues and offer preemptive solutions.
• Contribute to the continuous improvement of customer support processes and workflows.
• Ensure adherence to service level agreements (SLAs) and company quality standards.

• Minimum of 3-5 years of experience in a customer support or technical helpdesk role, preferably in a B2B environment.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong understanding of customer service best practices and principles.
• Ability to work independently and as part of a collaborative team.
• Experience in training or mentoring junior staff is highly desirable.
• A dedicated home office setup suitable for a hybrid work arrangement.
• Demonstrable problem-solving skills and a customer-centric approach.

• Competitive annual salary of ZAR .
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for professional development and career advancement within a growing organization.
• A supportive and collaborative work environment.
• Access to cutting-edge technology and tools.
• Hybrid work model balancing office and remote flexibility.
• Generous leave allowance.