Customer Support Representative; Tier 2

Our client, a rapidly expanding e-commerce platform, is seeking a dedicated and skilled Customer Support Representative (Tier
2) to join their vibrant team in Stellenbosch, Western Cape
. This role is integral to resolving more complex customer issues and ensuring a high level of customer satisfaction. We offer a hybrid work model, combining the flexibility of remote work with the benefits of in-person collaboration at our modern Stellenbosch office. The ideal candidate will possess excellent problem-solving abilities, strong communication skills, and a deep understanding of customer service best practices.

You will be a key point of contact for escalated customer inquiries, providing expert solutions and support.

• Handle escalated customer support inquiries from Tier 1 agents via phone, email, and chat.
• Diagnose and resolve complex technical and service-related issues efficiently.
• Investigate customer complaints, identify root causes, and implement corrective actions.
• Provide clear and concise explanations of solutions to customers.
• Document all interactions and resolutions in the CRM system accurately.
• Collaborate with other departments, such as technical support and operations, to resolve customer issues.
• Contribute to the development of knowledge base articles and FAQs for both customers and support staff.
• Train and mentor Tier 1 support representatives on advanced troubleshooting techniques.
• Identify trends in customer issues and provide feedback for service improvement.

• Minimum of 2-3 years of experience in a customer support role, with at least 1 year in a Tier 2 or escalated support capacity.
• Proven track record of resolving complex customer issues effectively.
• Excellent verbal and written communication skills.
• Strong technical aptitude and ability to quickly learn new systems and processes.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work effectively both independently and as part of a team in a hybrid setting.
• Strong problem-solving and analytical skills.
• Patience, empathy, and a customer-first attitude.
• Must be located in or able to commute to Stellenbosch, Western Cape for the hybrid arrangement.

• Competitive annual salary of ZAR.
• Flexible hybrid work arrangement.
• Opportunities for career progression within a growing company.
• Comprehensive medical aid plan.
• Employee discounts on company products.
• Regular training and development programs.
• A fun and engaging work environment in Stellenbosch
  .
• Paid sick leave and annual leave.