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Customer Support Specialist

Customer Support Specialist

The Legends AgencyWorkFromHome, Limpopo, South Africa
30+ days ago
Job description

Overview

Job Title : Customer Support Specialist (Remote South Africa-Based)

Location : Remote, South Africa-Based

Shift : 10 am - 10 pm UK time, 7 days a week

Reports To : Customer Support Lead

Salary Range : R25,000 - R30,000

About the Role

This is a customer-facing role supporting both end users and venue partners. The role involves responding to enquiries via live chat, email, and phone, with a focus on empathetic communication, effective troubleshooting, and efficient problem resolution. The position requires working shifts on a 7-day rota that ensures coverage during UK business hours.

Key Responsibilities

  • Respond to user and venue enquiries across live chat, phone, and email
  • Triage support tickets, resolving issues or escalating as needed
  • Support venues in troubleshooting hardware and app-related issues
  • Use tools like Zoho Desk, Intercom, or similar platforms to manage tickets
  • Follow SOPs and contribute to improving internal support documentation
  • Collaborate with operations and tech teams to report trends and system issues
  • Participate in a rotating shift schedule covering 10am-10pm UK time

Essential Requirements

  • 1+ years of experience in live chat and / or phone-based customer support
  • Empathetic, calm under pressure, and solution-oriented
  • Clear and professional communication in both spoken and written English
  • Quick to learn new tools and tech platforms
  • Able to multitask and prioritise tasks efficiently
  • Comfortable working remotely with strong self-discipline
  • Stable and reliable internet connection

    • Desirable Experience

  • Supporting both B2C and B2B customers
  • Exposure to hardware or mobile app-based products
  • Familiarity with CRM or helpdesk tools like Zoho Desk or Intercom
  • Experience working in a UK-based or international startup

    • Benefits

  • Fully remote and flexible work environment
  • Opportunity to grow with a fast-scaling international startup
  • Supportive team culture with regular feedback and performance development
  • Training and progression opportunities within the global CX team

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    Customer Support Specialist • WorkFromHome, Limpopo, South Africa