Senior Customer Experience Advocate

Placements24; Kempton Park; Presencial; ZAR 700.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical aid

Retirement plan

Paid time off

Professional development

Descripción de la vacante

Placements24 in Gauteng is seeking a Senior Customer Experience Advocate to join the on-site team in Tembisa. You will lead escalations, analyze feedback, and collaborate cross-functionally to enhance the customer journey from inquiry to post-purchase support.

The ideal candidate brings 3–5 years in customer service, with at least 1 year in a senior role, strong communication, and a passion for customer-first excellence.

Formación

• Minimum 3–5 years in customer service or experience role with at least 1 year in a senior capacity.
• Proven ability to resolve complex issues and manage difficult situations.
• Excellent verbal and written communication with strong listening skills.

Responsabilidades

• Handle escalated customer complaints and complex inquiries with professionalism and empathy.
• Analyze feedback and support data to identify service improvement areas.
• Develop strategies to enhance customer experience and reduce churn.
• Train and mentor junior representatives on best practices and standards.
• Collaborate with Sales, Operations, and Marketing to address issues and improve processes.
• Manage customer relationships and ensure positive engagement.
• Document interactions and resolutions in the CRM system.
• Aim to meet and exceed KPIs for satisfaction, response times, and resolutions.

Conocimientos

Customer service

Leadership

Communication

Data analysis

Herramientas

Salesforce

Zendesk

Descripción del empleo

About the Role

Our client is a rapidly expanding e-commerce platform seeking a dedicated Senior Customer Experience Advocate to join their vibrant team in **Tembisa, Gauteng**. This pivotal role focuses on ensuring an unparalleled customer journey from initial inquiry to post-purchase support. You will be at the forefront of resolving customer issues, identifying trends, and driving improvements in customer satisfaction metrics. This is an on-site position, fostering strong team camaraderie and direct collaboration within our client's **Tembisa, Gauteng** offices. The ideal candidate possesses a deep understanding of customer service principles, exceptional communication skills, and a passion for creating positive customer interactions. You will act as a primary point of contact for complex customer escalations, providing expert guidance and ensuring swift, satisfactory resolutions. This role offers the chance to make a significant impact on customer loyalty and brand reputation. Join a forward-thinking company that values its customers and invests in its employees' professional development.

Key Responsibilities

• Handle escalated customer complaints and complex inquiries with professionalism and empathy.
• Analyze customer feedback and support data to identify areas for service improvement and product enhancement.
• Develop and implement strategies to enhance the overall customer experience and reduce churn.
• Train and mentor junior customer service representatives on best practices and service standards.
• Collaborate with cross-functional teams (e.g., Sales, Operations, Marketing) to address customer issues and improve internal processes.
• Manage customer relationships, ensuring consistent and positive engagement.
• Stay up-to-date with industry trends and competitor offerings to maintain a competitive edge in customer service.
• Document customer interactions and resolutions accurately in the company's CRM system.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.

Requirements

• Minimum of 3-5 years of experience in a customer service or customer experience role, with at least 1 year in a senior or lead capacity.
• Proven track record of successfully resolving complex customer issues and managing difficult situations.
• Excellent verbal and written communication skills, with strong active listening abilities.
• Demonstrated leadership and mentoring skills.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and customer support tools.
• Ability to analyze data, identify trends, and propose actionable solutions.
• Strong understanding of customer service principles and best practices.
• Experience in the e-commerce industry is highly desirable.
• A customer-centric mindset and a passion for delivering exceptional service.

Benefits

Our client provides a competitive remuneration package along with a robust benefits structure. This includes a comprehensive medical aid plan, retirement savings contributions, and paid time off. Employees have access to continuous professional development programs and opportunities for career advancement within a growing organization. The collaborative office environment in **Tembisa, Gauteng** encourages teamwork and knowledge sharing. Join a company that is committed to fostering a positive and supportive workplace culture where your contributions are recognized and valued. This role offers stability and the chance to be part of a dynamic and customer-focused team.