Customer Support Specialist
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R22,200 – R29,600 ZAR. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Customer Support Specialist
Comp: 1200-1600 USD
Search: South Africa & Philippines
Hours 9:30am -6:00pm EST
2 interviews and a written assessment
About the Role:
We are seeking an experienced Customer Support Specialist to join our client's team, with a focus on delivering outstanding customer service to our clients. Following the success of our previous hire, we are looking for a talented individual from South Africa or the Philippines who can help replicate that success. This is a remote, full-time position that requires a high level of English proficiency, as well as experience with Shopify and either Zendesk or Gorgias.
Key Responsibilities:
● Customer Support: Provide timely, professional, and friendly support to customers via email, phone, live chat, and social media platforms, ensuring a high level of customer satisfaction.
● Order Management: Assist customers with order inquiries, returns, servicing, and exchanges, and ensure all customer requests are accurately processed in our Shopify store.
● Provide styling suggestions and facilitate custom order placement.
● Platform Expertise: Utilize Gorgias to manage tickets, track customer interactions, and provide seamless service across all touchpoints.
● Collaboration: Work closely with the team to identify customer issues and proactively resolve them, contributing to the continuous improvement of our customer support processes.
● Documentation & Reporting: Maintain accurate records of customer interactions and feedback, providing valuable insights to improve customer experiences.
● Time Zone Adaptability: Must work efficiently within US Eastern Time Zone hours
Requirements:
● English Proficiency: Exceptional written and spoken English, with a focus on clear, friendly, and professional communication.
● Experience: Minimum of 3-5 years in a customer support role, with prior experience in a Shopify-based environment.
● Platform Experience: Proficiency with Zendesk or Gorgias customer service platforms (or similar).
● Location: Candidates must be based in South Africa or the Philippines.
● Time Zone Flexibility: Prior experience working with US-based companies or in a US Eastern/Central/Pacific time zone is highly preferred.
● Cultural Fit: A strong work ethic and a customer-centric mindset similar to our previous hire's successful performance. Bonus if you’ve worked with US-based companies previously.
● Backup Power and Wifi: Must have a stable internet connection and backup source of electricity if power is frequently lost in your location.
Desirable Traits:
● Problem-Solving Skills: Ability to think on your feet and solve customer issues efficiently.
● Tech-Savvy: Comfortable navigating eCommerce platforms and customer support tools.
● Attention to Detail: Ensuring accurate records and providing the correct information to customers is essential.
● Team Player: A positive, collaborative attitude to work well with other team members.
● Adaptability: Ability to manage a high volume of requests and switch between tasks quickly while maintaining excellent service quality.
● Personable and Confident: Able to make friendly conversation with customers and deliver a more personal touch when interacting.
● Interest in Jewelry is a big plus.
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
At R22,200/month, this role is on par with the average South African remote salary. The USD equivalent ($1,200/mo) benefits from the favourable exchange rate.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 685 open positions on Hirezar. View all Somewhere jobs →