Senior Customer Experience Advocate

Placements24; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Attractive salary and performance/in센t

Comprehensive health insurance

Generous paid time off and holidays

Advanced training and professional dev

Sandton, Gauteng company culture

Retirement savings plan

Employee assistance program

Vibrant business hub

Competitive industry experience

Job summary

Placements24 seeks a Senior Customer Experience Advocate in Sandton, Gauteng to champion customer needs and drive service improvements. You will resolve complex issues, mentor junior team members, and collaborate with Sales and Product teams to advocate for customers.

The ideal candidate has 5+ years in customer service or advocacy, outstanding communication and analytical skills, and a customer-centric mindset. A proactive approach to improving the journey will be highly valued.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• 5+ years of experience in a customer service, client relations, or advocacy role.
• Demonstrated experience in handling escalated customer issues.
• Exceptional communication, negotiation, and conflict-resolution skills.
• Leadership experience or a strong aptitude for mentoring others.

Responsibilities

• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Analyze customer feedback and identify trends to recommend service improvements.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Mentor and coach junior customer service representatives.
• Collaborate with cross-functional teams to address customer issues and advocate for their needs.
• Create and update knowledge base articles and support documentation.
• Monitor customer service performance metrics and report on key findings.
• Conduct quality assurance checks on customer interactions.
• Proactively identify opportunities to improve the customer experience.
• Serve as a subject matter expert on customer service best practices.

Skills

Communication skills

Negotiation

Conflict resolution

Analytical skills

CRM software

Leadership

Mentoring

Teamwork

Customer-centric mindset

Time management

Education

Bachelor's degree in related field

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and passionate Senior Customer Experience Advocate to join their dynamic team in Sandton, Gauteng. This pivotal role is responsible for championing customer needs, resolving complex issues, and driving improvements in the overall customer journey. The ideal candidate will possess a deep understanding of customer service principles, excellent interpersonal skills, and a proven track record of delivering outstanding support. You will be instrumental in enhancing customer loyalty and ensuring that every interaction reflects our client's commitment to excellence. This position demands a proactive approach to identifying pain points and implementing effective solutions. We are looking for a leader who can guide and mentor junior team members while maintaining a high standard of service delivery. The focus is on creating memorable and positive experiences for all customers engaging with our client's services.

Key Responsibilities

• Handle escalated customer complaints and complex inquiries with professionalism and efficiency.
• Analyze customer feedback and identify trends to recommend service improvements.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Mentor and coach junior customer service representatives.
• Collaborate with cross-functional teams (e.g., Sales, Product Development) to address customer issues and advocate for their needs.
• Create and update knowledge base articles and support documentation.
• Monitor customer service performance metrics and report on key findings.
• Conduct quality assurance checks on customer interactions.
• Proactively identify opportunities to improve the customer experience.
• Serve as a subject matter expert on customer service best practices.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Minimum of 5 years of experience in a customer service, client relations, or advocacy role.
• Demonstrated experience in handling escalated customer issues.
• Exceptional communication, negotiation, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret data and customer feedback.
• Proficiency in CRM software and customer support platforms.
• Leadership experience or a strong aptitude for mentoring others.
• Ability to work independently and as part of a team.
• Customer-centric mindset with a passion for delivering superior service.
• Excellent organizational and time management skills.

Benefits

• Attractive salary and performance incentives.
• Comprehensive health insurance coverage.
• Generous paid time off and holiday schedule.
• Opportunities for advanced training and professional development.
• Be part of a forward-thinking company culture in Sandton, Gauteng.
• Direct impact on customer satisfaction and loyalty initiatives.
• Retirement savings plan.
• Employee assistance program.
• Work in a vibrant business hub.
• Gain experience in a competitive industry.