Customer Support Consultant, English C1

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Deliver timely and precise assistance to users by addressing tickets in accordance with project-specific guidelines and quality standards.

• Adhere to protocols regarding tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP.

• Clearly and professionally document user interactions within the designated support platform.

• Execute additional operational tasks such as knowledge reviews, internal communications, and task reporting.

• Maintain a thorough understanding of project workflows, updates, and service objectives.

• Achieve or surpass individual KPIs and project metrics.

• Seek clarification from the Team Lead when uncertain about procedures or specific tickets.

• Communicate availability, workload, and scheduling issues effectively.

• Foster a positive and supportive team culture.

• Adhere to the assigned shift schedule.

• Submit any schedule-related requests, such as shift swaps, to the Team Lead for approval.

⛳️ Requirements

• Exceptional written and verbal communication skills in English (C1 level).

• Strong attention to detail with a dedication to providing high-quality support.

• Capability to work independently while adhering to established procedures and service standards.

• Dependability in meeting shift schedules and deadlines.

• Proactive mindset towards learning and continuous improvement.

• Flexibility and adaptability to changes in processes, software, and expectations.

• Prior experience in customer service (email-based) is preferred.

• Experience with Zendesk is advantageous.

• Familiarity with KPIs and performance expectations.

• Ability to resolve 80–100 tickets per shift.

• An Android or Apple device, such as a smartphone, is necessary for signing into accounts.

🏝️ Benefits

• Schedule: Mon–Fri, 10:00–19:00 or Mon–Fri, 16:00–01:00 (UTC+02:00 time).

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation provided in USD.

• Balance between project workload and personal time.

• Engaged leadership focused on your professional growth.

• Supportive conditions for self-development.

• A culture of trust, with no requirements for time tracking.

• Certain benefits and conditions may vary depending on engagement terms.

• Referral reward for successfully referring a candidate.