Customer Experience Champion - Tier 2 Support

Placements24; Gauteng; On-site; ZAR 250,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental coverage

Paid time off

Leadership development

On-site training

Employee discount

Team-building events

Job summary

Placements24 in Gauteng is seeking an experienced Customer Experience Champion to join a fast-growing e-commerce support team in Tembisa. You will handle escalated inquiries, work with cross-functional teams, and drive outstanding service across channels.

The role focuses on resolving complex problems, mentoring junior staff, and continuously improving customer satisfaction while meeting SLAs. A passion for customer advocacy and strong communication are essential.

Qualifications

• Minimum 3 years in customer support or client relations, preferably in e-commerce.
• Ability to handle difficult customers and resolve complex problems.
• Excellent written and verbal communication.
• Proficient with CRM software and helpdesk systems.
• Detail-oriented with strong organizational skills.

Responsibilities

• Handle escalated complaints with professionalism.
• Investigate and resolve technical and service issues via multiple channels.
• Collaborate with sales, tech, and product teams.
• Develop strategies to improve satisfaction and retention.
• Document interactions and resolutions in CRM.
• Train and mentor junior support staff.
• Analyze feedback to identify service improvements.
• Ensure SLAs are met for all requests.

Skills

Customer support

CRM software

Communication skills

Problem solving

Teamwork

Mentoring

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is looking for an experienced Customer Experience Champion to join their dedicated support team in Tembisa, Gauteng. This pivotal role focuses on resolving complex customer inquiries and ensuring a superior customer experience. You will be the go-to person for challenging issues, working closely with other departments to find effective solutions. We are seeking individuals who are passionate about customer advocacy and possess a deep understanding of customer service best practices. This is an excellent opportunity to make a significant impact in a fast-paced and innovative industry, contributing to the company's mission of delivering outstanding service. The ideal candidate is resourceful, empathetic, and driven to achieve positive outcomes for our customers.

Key Responsibilities

• Handle escalated customer complaints and complex support issues with professionalism and efficiency.
• Investigate and resolve technical and service-related problems across various channels (phone, email, social media).
• Collaborate with sales, technical, and product teams to address customer concerns and provide feedback.
• Develop and implement strategies to improve customer satisfaction and retention.
• Document all customer interactions and resolutions comprehensively in the CRM.
• Train and mentor junior support staff on best practices and company policies.
• Analyze customer feedback to identify areas for service improvement.
• Proactively identify potential issues and propose preventative solutions.
• Ensure adherence to service level agreements (SLAs) for all support requests.

Requirements

• Minimum of 3 years of experience in a customer support or client relations role, preferably in e-commerce.
• Demonstrated ability to handle difficult customer situations and resolve complex problems.
• Excellent interpersonal and communication skills, both written and verbal.
• Strong analytical and problem-solving capabilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team in a dynamic environment.
• Detail-oriented with strong organizational skills.
• Experience in coaching or mentoring team members is a plus.
• A passion for delivering exceptional customer service.

Benefits

• Competitive annual salary and performance incentives.
• Full medical and dental coverage.
• Generous paid time off and company holidays.
• Opportunities for leadership development and career growth.
• A dynamic and supportive team atmosphere.
• On-site training and professional development workshops.
• Employee discount on company products.
• Regular company social events and team-building exercises.