Senior Customer Experience Advocate (Remote)

Placements24; Centurion; Híbrido; ZAR 500.000 - 800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first role

Health insurance

PTO & holidays

Retirement savings plan

Professional development

Remote work tools

Team collaboration

Leadership opportunities

Employee Assistance Program

Descripción de la vacante

Placements24 is seeking a Senior Customer Experience Advocate to join a remote-first team focused on delivering outstanding customer journeys for clients in Centurion, Gauteng, ZA. You will handle high-priority escalations, analyze feedback, and design strategies to enhance satisfaction and loyalty.

As a senior member, you will mentor junior staff, collaborate with product, sales, and marketing to synthesize customer insights, and create documentation that informs best practices.

Formación

• 5+ years of experience in customer service, customer success, or a related field with a proven track record in handling complex issues.
• Demonstrated experience in a senior or lead customer support role.
• Exceptional problem-solving, communication, and interpersonal skills.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Proficiency in using CRM software, helpdesk platforms, and customer feedback tools.
• Experience working effectively in a fully remote team environment.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• Bachelor's degree in a related field or equivalent practical experience.
• A passion for customer advocacy and a commitment to delivering outstanding service.
• Excellent command of English, both written and spoken.

Responsabilidades

• Manage and resolve high-priority customer escalations with a focus on retention and satisfaction.
• Analyze customer feedback data from surveys, reviews, and support interactions to identify trends and areas for improvement.
• Develop and implement strategies to enhance the overall customer experience and foster loyalty.
• Collaborate with product, sales, and marketing teams to provide customer insights and advocate for customer needs.
• Create and maintain comprehensive documentation, including best practices, troubleshooting guides, and customer success stories.
• Mentor and train junior customer support staff, sharing expertise and best practices.
• Identify opportunities to proactively engage with customers and build stronger relationships.
• Monitor key customer experience metrics and report on performance to leadership.
• Stay updated on industry trends and best practices in customer experience management.
• Serve as a point of contact for key customer accounts, ensuring their needs are consistently met.

Conocimientos

Customer service

Relationship management

Communication

Analytical thinking

CRM software

Remote collaboration

Educación

Bachelor's degree

Herramientas

CRM software

Helpdesk platforms

Customer feedback tools

Descripción del empleo

About the Role

Our client is seeking a highly motivated and experienced Senior Customer Experience Advocate to join their fully remote team. This role is pivotal in shaping and maintaining exceptional customer journeys. As a Senior Advocate, you will be responsible for handling complex customer escalations, analyzing customer feedback to identify trends, and developing strategies to enhance overall customer satisfaction and loyalty. This position requires a deep understanding of customer service principles, excellent communication abilities, and a proactive approach to problem-solving, all within a remote-first work environment. You will act as a champion for the customer, collaborating with various departments to ensure their needs are met and their experience with our client is outstanding. This role is based remotely, but ideally suited for candidates who can connect with the energy and needs of customers in and around **Centurion, Gauteng, ZA**.

Key Responsibilities

• Manage and resolve high-priority customer escalations with a focus on retention and satisfaction.
• Analyze customer feedback data from surveys, reviews, and support interactions to identify trends and areas for improvement.
• Develop and implement strategies to enhance the overall customer experience and foster loyalty.
• Collaborate with product, sales, and marketing teams to provide customer insights and advocate for customer needs.
• Create and maintain comprehensive documentation, including best practices, troubleshooting guides, and customer success stories.
• Mentor and train junior customer support staff, sharing expertise and best practices.
• Identify opportunities to proactively engage with customers and build stronger relationships.
• Monitor key customer experience metrics and report on performance to leadership.
• Stay updated on industry trends and best practices in customer experience management.
• Serve as a point of contact for key customer accounts, ensuring their needs are consistently met.

Requirements

• 5+ years of experience in customer service, customer success, or a related field, with a proven track record in handling complex issues.
• Demonstrated experience in a senior or lead customer support role.
• Exceptional problem-solving, communication, and interpersonal skills.
• Strong analytical skills with the ability to interpret customer data and feedback.
• Proficiency in using CRM software, helpdesk platforms, and customer feedback tools.
• Experience working effectively in a fully remote team environment.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• Bachelor's degree in a related field or equivalent practical experience.
• A passion for customer advocacy and a commitment to delivering outstanding service.
• Excellent command of English, both written and spoken.

Benefits

• Attractive annual salary of R .
• Completely remote position, offering unparalleled flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Retirement savings plan.
• Professional development opportunities and continuous learning support.
• Access to state-of-the-art remote work tools and technology.
• A supportive and collaborative team environment.
• Opportunities for advancement into leadership roles.
• Employee Assistance Program.