Senior Customer Support Agent -Remote

Fresher Jobs Hub

Available Locations: Johannesburg, Gauteng

Job Description

Job Summary


Fresher Jobs Hub is actively seeking a Senior Customer Support Agent to join our remote team. This role is ideal for professionals who are passionate about delivering high-quality customer service while guiding junior team members in best practices. As a senior member of our customer support department, you will act as a key point of contact for handling escalated issues, mentoring newer agents, and maintaining service excellence standards. This is a fully remote position with flexible working hours and excellent opportunities for career growth.



Key Responsibilities



  • Handle and resolve advanced customer inquiries via email, phone, live chat, or other communication channels.

  • Serve as a point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution.

  • Collaborate with cross-functional teams (e.g., product, tech, and sales) to resolve issues and improve customer satisfaction.

  • Train, support, and mentor junior support agents, helping them grow in both technical and customer engagement skills.

  • Monitor key performance metrics (e.g., response time, customer satisfaction, resolution rate) and suggest improvements.

  • Contribute to the development and updating of support documentation and standard operating procedures.

  • Identify trends in customer issues and recommend enhancements to our services and support systems.



Required Skills and Qualifications



  • Excellent verbal and written communication skills in English.

  • Strong problem-solving and conflict-resolution abilities.

  • Tech-savvy with the ability to learn and adapt to new platforms and tools.

  • Proven ability to multitask in a fast-paced, remote work environment.

  • Strong interpersonal skills and a customer-first mindset.

  • Ability to remain calm under pressure and manage difficult customer interactions professionally.



Experience



  • Minimum 3+ years of experience in customer support, with at least 1 year in a senior or supervisory capacity.

  • Experience working with helpdesk or CRM platforms such as Zendesk, Freshdesk, Salesforce, etc.

  • Remote work experience preferred but not mandatory.



Working Hours



  • Flexible schedule with core hours between 9:00 AM – 6:00 PM (Your Local Time Zone).

  • May require occasional evening or weekend availability based on team rotation or escalation volume.



Knowledge, Skills, and Abilities



  • Deep understanding of customer service principles, practices, and metrics.

  • Ability to guide and coach junior team members with patience and clarity.

  • Familiarity with customer experience tracking and feedback tools.

  • Strong organizational and documentation skills.

  • High emotional intelligence (EQ) and ability to manage interpersonal dynamics remotely.



Benefits



  • Competitive salary with performance bonuses.

  • 100% remote work setup.

  • Health and wellness benefits (region-specific).

  • Paid vacation and personal time off.

  • Ongoing training and professional development opportunities.

  • Fast-track growth opportunities into team leadership roles.



Why Join Fresher Jobs Hub?


At Fresher Jobs Hub, we are building a smarter future of work—where individuals can thrive from any location while delivering world-class service. By joining our team, you will work in a supportive, inclusive, and forward-thinking environment. We believe in continuous learning, recognition of effort, and enabling every team member to grow personally and professionally.



How to Apply


Interested candidates are invited to submit their updated resume along with a brief cover letter detailing their customer support experience and why they are a great fit for the Senior Customer Support Agent role. Please apply via our official careers portal at: 🌐 www.fresherjobshub.com/careers

Apply Now

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