Senior Customer Service Lead – Mentor, Resolve & Improve

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

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.