Customer Support Specialist (Hybrid)

About the Role

Our client is seeking a versatile and empathetic Customer Support Specialist to join their team, operating on a hybrid work model. This role combines the flexibility of remote work with the collaborative benefits of in-office interaction. You will be essential in managing customer inquiries, providing solutions, and ensuring a positive experience with our services. This position is ideal for a motivated individual who can contribute to customer satisfaction both remotely and on-site, fostering strong client relationships and resolving issues effectively, while working within a flexible framework that balances autonomy with team collaboration.

Key Responsibilities

• Handle customer inquiries through multiple channels (phone, email, chat) and resolve issues efficiently.
• Provide comprehensive support and information regarding our products and services.
• Maintain accurate and up-to-date customer records in the CRM system.
• Collaborate with team members in the office and remotely to share best practices and resolve complex cases.
• Identify opportunities to enhance customer satisfaction and provide constructive feedback for service improvements.
• Assist with onboarding new clients and providing initial setup guidance.

Requirements

• Previous experience in a customer service or helpdesk role is required.
• Strong communication and active listening skills, with a customer-centric attitude.
• Proficiency in using CRM software and other standard support tools.
• Ability to manage workload effectively in both remote and office settings.
• Must be comfortable commuting to the Durban office for designated in-office days.
• High school diploma or equivalent; certifications in customer support are advantageous.

Benefits

• Competitive annual salary and performance incentives.
• Access to comprehensive medical and dental insurance.
• Hybrid work arrangement offering flexibility.
• Paid annual leave and sick leave.
• Opportunities for professional growth and skill development.

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