Senior Customer Service Lead | Mentoring & Escalations

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

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