Customer Support Executive

Placements24; Mbombela (Nelspruit); Sur place; ZAR 900 000 - 1 300 000; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision insurance

Leadership training and career growth

Generous paid time off

Retirement savings plan

Résumé du poste

Placements24 in Nelspruit is seeking an experienced Customer Support Executive to lead our support team in a client-facing, office-based role. The position focuses on managing complex customer issues, mentoring junior staff, and contributing to strategic customer support initiatives.

You will mentor and develop the team, monitor KPIs, and collaborate with other departments to ensure timely issue resolution and high service standards in the Nelspruit area.

Qualifications

• Significant experience in a Customer Support or Helpdesk leadership role.
• Proven ability to manage complex customer issues and drive resolution.
• Must be based in or able to commute to Nelspruit for this office-based role.

Responsabilités

• Handle escalated customer complaints and complex inquiries with expertise.
• Develop and implement strategies to improve customer satisfaction and retention.
• Mentor and train junior customer support staff, fostering a high-performance culture.
• Monitor key performance indicators (KPIs) and report on support team performance.
• Collaborate with other departments to ensure seamless customer issue resolution.
• Contribute to the continuous improvement of support processes and customer service protocols.

Connaissances

Leadership

Mentoring

Customer service excellence

Analytical thinking

Outils

CRM software

Reporting tools

Description du poste

About the Role

Our client is seeking an experienced and professional Customer Support Executive to join their dedicated team in Nelspruit. This senior role involves managing complex customer issues, providing leadership within the support function, and ensuring the highest standards of service delivery. You will be instrumental in mentoring junior team members and contributing to the strategic development of customer support initiatives. This is an excellent opportunity for a seasoned professional looking to make a significant impact in a client-facing role within the Nelspruit area.

Key Responsibilities

• Handle escalated customer complaints and complex inquiries with expertise.
• Develop and implement strategies to improve customer satisfaction and retention.
• Mentor and train junior customer support staff, fostering a high-performance culture.
• Monitor key performance indicators (KPIs) and report on support team performance.
• Collaborate with other departments to ensure seamless customer issue resolution.
• Contribute to the continuous improvement of support processes and customer service protocols.

Requirements

• Significant experience in a Customer Support or Helpdesk leadership role.
• Proven ability to manage complex customer issues and drive resolution.
• Strong leadership, mentoring, and communication skills.
• Excellent analytical and problem-solving capabilities.
• Familiarity with advanced customer support software and reporting tools.
• Must be based in or able to commute to Nelspruit for this office-based role.

Benefits

• An attractive executive salary and performance-based bonus structure.
• Comprehensive medical, dental, and vision insurance plans.
• Opportunities for leadership training and career advancement.
• A professional and supportive work environment in Nelspruit.
• Generous paid time off and retirement savings plan.