Senior Customer Service Advisor - Benoni

Placements24; Benoni; On-site; ZAR 320,000 - 440,000; Full time

Benefits offered by this job

Medical aid

Life insurance

Retirement fund

Professional development

Discounted company products/services

Job summary

Placements24 in Benoni, Gauteng, seeks an experienced Senior Customer Service Advisor to lead a busy team in our Benoni office. You will handle complex customer issues, mentor colleagues, and drive service improvements.

The role emphasizes on-site leadership and collaboration with sales and technical support to ensure exceptional customer experiences. If you have 3–5 years in customer service with at least 1 year in a supervisory role, this is an opportunity to advance your career in a

Qualifications

• 3–5 years in customer service or client support, with at least 1 year in a senior/supervisory role.
• Strong written and verbal English communication.
• Proven leadership and mentoring capabilities.
• Experience with CRM software (Salesforce or HubSpot) and ticketing systems.
• Able to work independently in a fast-paced environment.

Responsibilities

• Manage and resolve high-priority customer escalations professionally.
• Provide in-depth product and service support as a subject matter expert.
• Mentor and train junior and senior agents to raise performance.
• Analyze customer feedback and metrics to identify trends.
• Develop and implement best practices for customer service operations.
• Collaborate with sales and technical support for seamless experiences.
• Maintain up-to-date knowledge of products, services and policies.
• Log all customer interactions accurately in the CRM system.
• Participate in team meetings and contribute to strategic discussions.

Skills

Leadership

Customer service

Mentoring

Communication

CRM experience

Analytical thinking

Problem solving

Teamwork

Tools

Salesforce

HubSpot

Helpdesk systems

Job description

About the Role

Our client is looking for an experienced and motivated Senior Customer Service Advisor to join their thriving team in Benoni, Gauteng . This role requires a leader with exceptional customer service skills and a deep understanding of client support processes. You will be responsible for handling complex customer issues, mentoring junior team members, and contributing to the continuous improvement of service delivery. The successful candidate will be a key player in ensuring that our client's reputation for excellent customer care is maintained and enhanced. This is a fantastic opportunity for a seasoned professional looking to take their career to the next level in a challenging and rewarding environment, based exclusively in our Benoni office.

Key Responsibilities

• Manage and resolve high-priority customer escalations with efficiency and professionalism.
• Provide in-depth product and service support to customers, acting as a subject matter expert.
• Mentor and train new and existing customer service representatives, fostering a high-performance culture.
• Analyze customer feedback and service metrics to identify trends and areas for improvement.
• Develop and implement best practices for customer service operations.
• Collaborate with other departments, such as sales and technical support, to ensure seamless customer experiences.
• Maintain up-to-date knowledge of company products, services, and policies.
• Ensure all customer interactions are logged accurately in the CRM system.
• Participate in team meetings and contribute to strategic discussions on customer service initiatives.

Requirements

• Minimum of 3-5 years of experience in a customer service or client support role, with at least 1 year in a senior or supervisory capacity.
• Demonstrated ability to handle complex customer issues and provide effective solutions.
• Excellent verbal and written communication skills, with a strong command of English.
• Proven leadership and mentoring capabilities.
• Experience with CRM software (e.g., Salesforce, HubSpot) and helpdesk ticketing systems.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• A commitment to providing outstanding customer service.
• Must be available to work on-site in our Benoni office full-time.

Benefits

Our client offers a competitive salary package commensurate with experience, along with a comprehensive benefits program including medical aid, life insurance, and a retirement fund. We provide opportunities for professional development through ongoing training and workshops. Employees also have access to discounted company products/services and enjoy a supportive team atmosphere in our Benoni location. This role offers significant opportunities for career advancement within a growing organization that values employee contributions and promotes a culture of excellence.