Senior Customer Support Advisor

About the Role

Our client is seeking an experienced and highly capable Senior Customer Support Advisor to join their team in Vereeniging . This hybrid role involves providing expert-level support to customers, handling escalated issues, and mentoring junior team members. You will play a crucial part in ensuring customer satisfaction and loyalty by offering insightful solutions and exceptional service. This position offers the chance to make a significant impact within a dynamic organization that values both individual contribution and collaborative teamwork, with the flexibility of a hybrid work arrangement.

• Handle complex customer inquiries and escalated support tickets with a high degree of professionalism and efficiency.
• Provide guidance and mentorship to junior customer support representatives.
• Analyze customer feedback and support trends to identify areas for process improvement.
• Develop and deliver training materials for new support staff.
• Collaborate with product and engineering teams to resolve advanced technical issues.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.

• Minimum of 5 years of experience in a customer support or helpdesk role, with a proven track record of handling complex issues.
• Excellent problem-solving, analytical, and communication skills.
• Proficiency in using CRM software and advanced troubleshooting techniques.
• Experience in mentoring or supervising junior team members is highly desirable.
• Ability to work effectively in both an office and remote environment.
• Strong understanding of customer service best practices and principles.

• Highly competitive salary with potential for performance bonuses.
• Comprehensive medical, dental, and retirement benefits.
• Generous paid vacation and sick leave.
• Professional development and training opportunities.
• Hybrid work model promoting work-life balance.