Overview
Customer Support Specialist Jobs in City of Cape Town, Western Cape, South Africa at Cue
Title: Customer Support Specialist
Company: Cue
Location: City of Cape Town, Western Cape, South Africa
Cue provides modern customer service software that enables businesses to communicate with people using chatbots and live chat on platforms like WhatsApp, Messenger, Web chat, Telegram and more.
We have clients in the Retail, Insurance, Logistics, Healthcare, Education, FMCG, Automotive, Recycling, Finance, eCommerce, and Sales sectors.
We are seeking a motivated and detail-oriented individual to join our team as a First Line Support Specialist. In this role, you will be responsible for providing timely and effective support to our clients, managing incoming tickets, and ensuring resolution within set SLA response times. You will work closely with our sales, operations, and customer success teams to address client inquiries, escalate issues when necessary, and facilitate the resolution process while maintaining clear communication with clients throughout.
Headquartered in Cape Town with a team around the world. We’re building a global team to make digital customer service better.
Experience:
At least 2 years experience in customer onboarding, support, or a similar client-facing role.
Strong understanding of customer success principles and practices.
Excellent communication (particularly in email writing).
Proficient in using CRM systems and customer support tools.
Strong problem-solving skills and a proactive approach to client engagement.
Ability to manage multiple clients and tasks simultaneously, with a focus on delivering high-quality service.
Experience in a SaaS or technology-driven environment is a plus.
Experience with Excel.
Key Responsibilities:
Client Support & Request Handling
Assist clients with broadcast requests.
Respond to feature-related queries, guiding clients on best practices and functionality.
Assist with Live Chat and User journey queries.
Assist clients with workspace related queries as per their requirements.
2. Issue Resolution & Troubleshooting
Quickly diagnose and resolve technical or operational issues related to workspace access, broadcasts, and media uploads.
Escalate complex issues to the appropriate teams while ensuring timely follow-ups with clients.
3. Collaboration & Process Improvement
Identify common support requests and contribute to knowledge base articles and training materials to improve self-service options.
Provide feedback to internal teams on recurring client pain points to enhance product functionality.
.4. Ticket Management & Client Engagement
Attend to all tickets within SLA, ensuring the clients request is addressed successfully on first attempt.
The perks:
Choose your own equipment – Choose your laptop and other equipment with our starter kit budget.
Remote work – Work remotely
Unlimited leave – Take leave when you need with our unlimited leave policy.
