Customer Support Specialist

3 weeks ago


Cape Town, South Africa Daily Maverick Full time

**Job Advert Summary**:
**Customer Support Specialist (Entry-Level)**
We are seeking a detail-oriented Customer Support Specialist to assist customers and ensure their inquiries are addressed efficiently and professionally. In this role, you will use tools like Freshdesk to manage and resolve customer support tickets, track issues, and coordinate solutions with internal teams.

This position is ideal for someone with strong communication and organizational skills, who enjoys problem-solving and is comfortable using customer service software. Join our team and play a key role in maintaining The Daily Maverick’s excellent service standards.

**Minimum Requirements**:
**Education**:
Bachelor’s degree in Business, Communications, or a related field (preferred).

**Skills**:
Strong written and verbal communication skills.

Excellent organizational and time-management abilities.

Problem-solving skills with attention to detail.

**Technical Proficiency**:
Familiarity with customer support tools like Freshdesk, Zendesk, or HubSpot.

**Experience**:
Previous experience in customer service, administrative support, or a related field (1 year preferred).

Internship experience in a customer-facing role will also be considered.

**Other**:
Ability to work collaboratively as part of a team.

Commitment to maintaining a professional and empathetic approach when interacting with customers.

**Duties and Responsibilities**:

- **Customer Support**:

- Respond to customer inquiries via support tickets promptly and professionally.
- Resolve issues efficiently or escalate complex problems to senior staff.
- **Ticket Management**:

- Create, track, and update support tickets using tools like Freshdesk, Zendesk, or HubSpot.
- **Collaboration**:

- Work with internal teams to address customer issues and ensure consistent support.
- **Documentation**:

- Maintain accurate records of customer interactions and contribute to knowledge base updates.
- **Process Improvement**:

- Provide feedback on recurring issues to help enhance customer experience and workflows.



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