Customer Support Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Address customer inquiries via email, live chat, and phone.

• Conduct thorough investigations into issues instead of merely forwarding them.

• Maintain an organized and updated ticketing system.

• Create clear help articles and pre-written responses for frequently asked questions.

• Identify trends in complaints and relay this information to the product and operations teams.

• Follow up with customers post-resolution to ensure their satisfaction.

• Manage customer inquiries and take responsibility for resolving issues until they are fully addressed.

⛳️ Requirements

• Proven experience in customer support within a service, retail, SaaS, or contact center setting.

• Familiarity with helpdesk software such as Zendesk, Freshdesk, or Intercom.

• Strong written English skills with a friendly and straightforward communication style.

• Good judgment regarding when to escalate issues and when to resolve them independently.

• A quiet home office, dependable computer, and stable fiber internet connection.

• A backup power solution in case of load shedding.

• Availability to work from 09:00 to 17:00 UK time (11:00 to 19:00 SAST).

🏝️ Benefits

• A permanent, fully remote role with a UK-based employer.

• Work during UK business hours with a clear end time.

• Training on the product and the necessary tools you will utilize.

• Opportunities for advancement into senior support, quality assurance, or team leadership roles.