Customer Support Specialist
- Cape Town, Western Cape
- R25,000-30,000 per month
- Permanent
- Full-time
Customer Support Specialist (Remote South Africa-Based)Location:
Remote, South Africa-Based
Shift-based rota covering hours between 10 am-10 pm UK time, 7 days a weekReports To:
Customer Support LeadSalary Range:
R25,000 R30,000About 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 emailTriage support tickets, resolving issues or escalating as neededSupport venues in troubleshooting hardware and app-related issuesUse tools like Zoho Desk, Intercom, or similar platforms to manage ticketsFollow SOPs and contribute to improving internal support documentationCollaborate with operations and tech teams to report trends and system issuesParticipate in a rotating shift schedule covering 10am10pm UK timeEssential Requirements:1+ years of experience in live chat and/or phone-based customer supportEmpathetic, calm under pressure, and solution-orientedClear and professional communication in both spoken and written EnglishQuick to learn new tools and tech platformsAble to multitask and prioritise tasks efficientlyComfortable working remotely with strong self-disciplineStable and reliable internet connectionDesirable Experience:Supporting both B2C and B2B customersExposure to hardware or mobile app-based productsFamiliarity with CRM or helpdesk tools like Zoho Desk or IntercomExperience working in a UK-based or international startupBenefits:Fully remote and flexible work environmentOpportunity to grow with a fast-scaling international startupSupportive team culture with regular feedback and performance developmentTraining and progression opportunities within the global CX team
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