Senior Customer Support Lead — Hybrid, Mentorship

Placements24; KwaZulu-Natal; Vor Ort; ZAR 360.000 - 480.000; Vollzeit

Benefits dieser Stelle

Medical aid

Retirement fund

Annual leave

Performance bonuses

Professional development

Team-building activities

Hybrid work option

Zusammenfassung

Placements24 is seeking a highly experienced Senior Customer Support Specialist to join our client in Pietermaritzburg, KwaZulu-Natal. You will lead by example, mentor junior agents, and ensure exceptional service delivery across phone, email and chat channels.

The ideal candidate has 3–5 years in customer service, strong problem-solving, and solid CRM/ticketing skills, with a passion for process improvement and collaboration with Sales and Product teams.

Qualifikationen

• 3–5 years in customer service or helpdesk, with at least 1 year in a senior role.
• Strong communication and listening skills.
• Proficient with CRM and ticketing systems.
• Able to train and mentor junior staff; team-oriented.

Aufgaben

• Provide advanced technical and non-technical support via phone, email, and chat.
• Investigate and resolve complex customer issues; escalate when needed.
• Train and mentor new and existing customer service representatives; improve support processes.
• Develop knowledge base articles and documentation.
• Analyze feedback and trends to drive service improvements.
• Collaborate with Sales and Product teams to address needs.
• Ensure SLAs and policies are followed.
• Manage a high volume of interactions; prioritize effectively.
• Contribute to new support strategies and tools.

Kenntnisse

CRM software

Helpdesk systems

Communication skills

Analytical thinking

Problem solving

Team mentoring

Independent worker

SA market knowledge

Tools

Ticketing systems

Jobbeschreibung

Placements24 is seeking a highly experienced Senior Customer Support Specialist to join our client in Pietermaritzburg, KwaZulu-Natal. You will lead by example, mentor junior agents, and ensure exceptional service delivery across phone, email and chat channels.

The ideal candidate has 3–5 years in customer service, strong problem-solving, and solid CRM/ticketing skills, with a passion for process improvement and collaboration with Sales and Product teams.