Remote Senior Customer Service Leader

Placements24; Siyancuma Local Municipality; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Highly competitive salary with bonuses

Fully remote with flexible hours

Comprehensive health, dental, vision

Professional development and training

Supportive virtual culture

Job summary

Placements24 is seeking an experienced Senior Customer Service Advisor to join their fully remote team. You will handle complex inquiries, mentor teammates, and shape service strategies from your home office.

Operating in a remote-first environment, you will drive service excellence and support a collaborative virtual culture. Reporting to the leadership team, you will lead service quality initiatives, escalate complex issues, and provide coaching to peers.

Qualifications

• Extensive experience in a customer service or advisory role, preferably with leadership responsibilities.
• Demonstrated ability to handle complex customer issues and de-escalate challenging situations.
• Excellent communication, coaching, and interpersonal skills.
• Proficiency with CRM systems and customer service software.
• Strong organizational skills and the ability to work effectively in a remote setting.

Responsibilities

• Manage and resolve escalated customer issues and complaints with expert proficiency.
• Provide guidance and mentorship to junior customer service representatives.
• Identify trends in customer feedback and recommend service improvements.
• Develop and update customer service protocols and best practices.
• Act as a point of escalation for complex customer inquiries requiring advanced problem-solving.

Skills

Customer service leadership

Advanced communication

CRM proficiency

Remote work

Tools

CRM software

Job description

Placements24 is seeking an experienced Senior Customer Service Advisor to join their fully remote team. You will handle complex inquiries, mentor teammates, and shape service strategies from your home office.

Operating in a remote-first environment, you will drive service excellence and support a collaborative virtual culture. Reporting to the leadership team, you will lead service quality initiatives, escalate complex issues, and provide coaching to peers.