On-site Senior Customer Experience Lead - E-commerce

Placements24; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Medical aid

Retirement savings

Paid time off

Professional development

Job summary

Placements24 in Tembisa, Gauteng, is seeking a Senior Customer Experience Advocate to own the end-to-end customer journey from inquiry to post-purchase support. You will resolve complex issues, identify trends, and drive improvements while collaborating with cross-functional teams in an on-site setting.

The role requires leadership experience, exceptional communication, and a passion for delivering outstanding service in a fast-growing e-commerce environment.

Qualifications

• 3–5 years in customer service with at least 1 year in a senior role.
• Excellent verbal and written communication; strong active listening.
• Experience in the e-commerce industry is highly desirable.

Responsibilities

• Handle escalated customer issues with professionalism and empathy.
• Analyze feedback and service data to identify improvements.
• Develop strategies to enhance customer experience and reduce churn.
• Mentor junior representatives on best practices and standards.
• Collaborate with Sales, Operations, and Marketing to resolve issues.
• Manage customer relationships and ensure positive engagement.
• Stay updated on industry trends to maintain a competitive edge.
• Document interactions and resolutions in the CRM accurately.
• Achieve KPIs related to satisfaction, response times, and resolution rates.

Skills

Customer service

Senior experience

Active listening

Communication

Data analysis

E-commerce

Tools

Salesforce

Zendesk

Job description

Placements24 in Tembisa, Gauteng, is seeking a Senior Customer Experience Advocate to own the end-to-end customer journey from inquiry to post-purchase support. You will resolve complex issues, identify trends, and drive improvements while collaborating with cross-functional teams in an on-site setting.

The role requires leadership experience, exceptional communication, and a passion for delivering outstanding service in a fast-growing e-commerce environment.