Senior Customer Experience Leader — Mentoring & Strategy

Placements24; Pietermaritzburg; Hybrid; ZAR 480.000 - 720.000; Vollzeit

Benefits dieser Stelle

Health insurance

Dental insurance

Vision insurance

Professional development

Paid time off

Employer matching retirement

Dynamic work environment

Bonuses

Employee assistance program

Cutting-edge technology access

Zusammenfassung

Placements24 in Pietermaritzburg, KwaZulu-Natal, seeks a Senior Customer Experience Specialist to lead the customer journey, drive service excellence, and foster loyalty. You will shape strategies, mentor staff, and partner with cross-functional teams to enhance every interaction.

Ideal candidates have 5+ years in senior customer service roles, strong leadership, CRM proficiency, and a passion for data-driven improvements that elevate customer satisfaction.

Qualifikationen

• Proven experience in a senior customer service role (min 5 years).
• Ability to lead and motivate a team.
• Excellent communication, interpersonal and problem-solving skills.
• Proficient in CRM software and helpdesk systems.
• Strong analytical skills with data-driven insights.
• Experience delivering customer service training programs.
• Ability to manage multiple priorities under pressure.
• Bachelor’s degree preferred in Business Admin, Communications or related field.
• Strong organizational skills and detail-orientation.
• Familiarity with Pietermaritzburg region is a plus.

Aufgaben

• Develop and implement strategies to enhance customer satisfaction and retention.
• Analyze feedback and service data to identify trends and improvements.
• Resolve complex inquiries and escalations professionally.
• Train and mentor junior customer service representatives.
• Collaborate with cross-functional teams to ensure seamless experiences.
• Create and maintain knowledge base articles and documentation.
• Monitor KPIs and report on customer service performance.
• Stay updated on industry best practices and trends.
• Identify opportunities to improve service processes and workflows.
• Champion a customer-first culture throughout the organization.

Kenntnisse

Team leadership

Communication

Problem solving

CRM proficiency

Data analysis

Training delivery

Customer service

Ausbildung

Bachelor's degree in Business Administration, Communications, or related field

Tools

CRM software

Helpdesk ticketing systems

Jobbeschreibung

Placements24 in Pietermaritzburg, KwaZulu-Natal, seeks a Senior Customer Experience Specialist to lead the customer journey, drive service excellence, and foster loyalty. You will shape strategies, mentor staff, and partner with cross-functional teams to enhance every interaction.

Ideal candidates have 5+ years in senior customer service roles, strong leadership, CRM proficiency, and a passion for data-driven improvements that elevate customer satisfaction.