Senior Customer Service Agent

Placements24; Randburg; On-site; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Competitive senior-level salary

Annual bonus opportunities

Health insurance

Retirement benefits

Professional development

Maternity/paternity leave or paid time

Job summary

Placements24 in Randburg is seeking a Senior Customer Service Agent to lead complex inquiries, mentor juniors, and drive process improvements. You will ensure high standards of satisfaction and loyalty while collaborating with a skilled team.

The role focuses on handling escalated issues, training new staff, analyzing feedback, and applying best practices. A proven track record in customer service with leadership potential is required, along with CRM proficiency and strong communication.

Qualifications

• 3+ years in customer service, with 1+ year in a senior/lead capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proven ability to mentor and guide team members.
• Proficient in CRM systems and customer service software.

Responsibilities

• Handle escalated customer complaints and resolve complex issues with empathy.
• Provide guidance and mentorship to junior agents.
• Assist in training new team members on policies and procedures.
• Analyze customer feedback and identify trends for service improvement.
• Contribute to the development and implementation of best practices in customer service.
• Maintain a high level of product and service knowledge to assist customers.

Skills

Leadership

Communication

Mentoring

Conflict resolution

Problem solving

Customer service

Education

High school diploma

Related field degree (preferred)

Tools

CRM systems

Job description

About the Role

Our client is looking for an experienced and motivated Senior Customer Service Agent to join their established team in Randburg . This role involves handling more complex customer inquiries and issues, mentoring junior team members, and contributing to process improvements. You will be instrumental in ensuring the highest standards of customer satisfaction and loyalty. We seek individuals with a proven track record in customer service, strong leadership potential, and a commitment to excellence. This is an excellent opportunity to take on more responsibility and make a significant impact within a respected organization in the Gauteng area.

Key Responsibilities

• Handle escalated customer complaints and resolve complex issues with efficiency and empathy.
• Provide guidance and mentorship to junior customer service agents.
• Assist in training new team members on company policies and procedures.
• Analyze customer feedback and identify trends for service improvement.
• Contribute to the development and implementation of customer service best practices.
• Maintain a high level of product and service knowledge to assist customers effectively.

Requirements

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a senior or lead capacity.
• Excellent communication, interpersonal, and conflict resolution skills.
• Demonstrated ability to mentor and guide team members.
• Proficiency in CRM systems and customer service software.
• Strong problem-solving skills and the ability to think critically.
• High school diploma or equivalent; a degree in a related field is a plus.

Benefits

• Competitive senior-level salary and annual bonus opportunities.
• Comprehensive health insurance and retirement benefits.
• Opportunities for professional development and advancement.
• A professional and collaborative work environment in Randburg .
• Generous paid time off and employee assistance programs.