Senior Customer Service Representative (Remote)

Placements24; East London; Hybrid; ZAR 360,000 - 540,000; Full time

Job summary

Placements24 is seeking a Senior Customer Service Representative to join our fully remote team. You will handle complex customer inquiries, mentor juniors, and drive high satisfaction in online retail support.

This role offers autonomy, strong virtual collaboration, and opportunities to shape customer experience. The ideal candidate has 5+ years in customer service, excellent communication, and familiarity with CRM platforms.

Qualifications

• Minimum 5 years in customer service or support, with complex inquiries.
• Proven ability to resolve issues and maintain high satisfaction.
• Excellent verbal and written communication with a professional tone.
• Strong interpersonal and active listening skills.
• Proficiency with CRM software (Salesforce, Zendesk) and support platforms.
• Strong problem-solving and decision-making abilities.
• Able to work independently in a fully remote setting.
• Customer-centric mindset with passion for service excellence.
• Experience in online retail or e-commerce preferred.
• Reliable internet connection and quiet home office.

Responsibilities

• Handle high-volume inbound inquiries via phone, email, and chat.
• Resolve complex customer issues with empathy and efficiency.
• Mentor junior representatives.
• Analyze customer feedback and identify trends for process improvements.
• Escalate unresolved issues with clear documentation.
• Process returns, exchanges, refunds per policy.
• Maintain accurate CRM records.
• Create and update customer service documentation.
• Identify opportunities to enhance customer experience.
• Participate in team training for remote collaboration.

Skills

Verbal communication

Written communication

Interpersonal skills

Active listening

Problem solving

Remote work

Customer service

E-commerce experience

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a dynamic leader in the online retail sector, is seeking a highly experienced and customer-focused Senior Customer Service Representative to join their fully remote team. This pivotal role involves handling complex customer inquiries, providing exceptional support, and mentoring junior team members. You will be at the forefront of resolving challenging customer issues, ensuring a positive experience that reinforces our client's commitment to service excellence. This is an ideal opportunity for a seasoned professional who thrives in a remote work environment, possesses strong problem-solving skills, and has a passion for driving customer satisfaction. The ideal candidate is proactive, empathetic, and adept at managing multiple priorities effectively. You will play a key role in upholding our client's reputation for outstanding customer care, contributing directly to customer loyalty and retention. This position offers significant autonomy and the chance to make a tangible impact. As this role is fully remote, it requires strong self-management and excellent virtual communication skills. You will be empowered to deliver solutions that exceed customer expectations.

Key Responsibilities

• Handle high-volume inbound customer inquiries via phone, email, and chat, addressing a wide range of issues including product information, order status, and technical problems.
• Resolve complex customer complaints and issues with a high degree of empathy, professionalism, and efficiency.
• Act as a subject matter expert and provide guidance and support to junior customer service representatives.
• Analyze customer feedback and identify trends to suggest improvements in products, services, and support processes.
• Escalate unresolved issues to management or appropriate departments, ensuring clear documentation and follow-up.
• Process returns, exchanges, and refunds efficiently, adhering to company policies.
• Maintain accurate and up-to-date customer records in the CRM system.
• Contribute to the creation and updating of customer service documentation, FAQs, and knowledge base articles.
• Proactively identify opportunities to enhance the customer experience and drive customer loyalty.
• Participate in team training sessions and contribute to a positive and collaborative remote work environment.

Requirements

• Minimum of 5 years of experience in a customer service or customer support role, with demonstrated experience handling complex inquiries.
• Proven ability to resolve customer issues effectively and maintain high satisfaction ratings.
• Excellent verbal and written communication skills, with a clear and professional tone.
• Strong interpersonal and active listening skills.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer support platforms.
• Excellent problem-solving and decision-making abilities.
• Ability to work independently, manage time effectively, and thrive in a fully remote setting.
• A customer-centric mindset with a genuine passion for service excellence.
• Experience in online retail or e-commerce is highly preferred.
• Must have a reliable internet connection and a suitable, quiet home office environment.

Benefits

• Our client offers a highly competitive salary, attractive performance bonuses, and a comprehensive benefits package including medical, dental, and vision insurance, as well as retirement savings options.
• We provide substantial opportunities for professional development, including training programs and career advancement paths.
• This role is fully remote, allowing for exceptional work-life balance and the flexibility to work from home.
• Employees receive a monthly allowance for home office equipment and internet costs.
• We foster a strong sense of team and community through regular virtual meetings and social events.
• Generous paid time off, including vacation days, sick leave, and public holidays, is provided.

Join a forward-thinking company at the forefront of online retail and enjoy the benefits of a flexible, remote career.