Senior Customer Service Leader: Mentorship & Strategy

Placements24; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Leadership development

Comprehensive benefits package

Office-based role in Randburg

Dynamic team environment

Regular professional development

Job summary

Placements24 in Randburg, Gauteng, is seeking an experienced Senior Customer Service Advisor to join their team in Randburg. This office-based role requires leadership, a proven track record in handling complex inquiries, mentoring junior staff, and contributing to service strategy.

You will drive customer satisfaction, analyze feedback, and collaborate with other departments to maintain service levels. Residing in Randburg or commuting regularly is expected in a dynamic, professional

Qualifications

• Extensive leadership experience in a customer service role.
• Proven ability to mentor and train staff.
• Strong communication, negotiation and conflict-resolution skills.
• Analytical skills with experience using CRM systems.
• Ability to manage multiple priorities under pressure.

Responsibilities

• Handle complex customer inquiries and resolve escalated issues.
• Provide guidance and mentorship to junior staff.
• Develop and implement strategies to improve customer satisfaction and retention.
• Analyze customer feedback and identify areas for service enhancement.
• Collaborate with other departments to resolve cross-functional issues.
• Maintain in-depth knowledge of products, services and policies.
• Represent the company professionally at all times.
• Contribute to team performance by meeting service level agreements.
• Assist in developing training materials and onboarding new team members.
• Identify opportunities for process improvements within the customer service department.

Skills

Leadership

Customer service

Communication

Mentoring

Problem-solving

Prioritization

Education

Higher education degree preferred

Tools

CRM systems

Job description

Placements24 in Randburg, Gauteng, is seeking an experienced Senior Customer Service Advisor to join their team in Randburg. This office-based role requires leadership, a proven track record in handling complex inquiries, mentoring junior staff, and contributing to service strategy.

You will drive customer satisfaction, analyze feedback, and collaborate with other departments to maintain service levels. Residing in Randburg or commuting regularly is expected in a dynamic, professional