Senior Customer Support Lead: Mentorship & Strategy

Placements24; Mbombela (Nelspruit); Presencial; ZAR 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Leadership training and career growth

Generous paid time off

Retirement savings plan

Descripción de la vacante

Placements24 in Nelspruit is seeking an experienced Customer Support Executive to lead our support team in a client-facing, office-based role. The position focuses on managing complex customer issues, mentoring junior staff, and contributing to strategic customer support initiatives.

You will mentor and develop the team, monitor KPIs, and collaborate with other departments to ensure timely issue resolution and high service standards in the Nelspruit area.

Formación

• Significant experience in a Customer Support or Helpdesk leadership role.
• Proven ability to manage complex customer issues and drive resolution.
• Must be based in or able to commute to Nelspruit for this office-based role.

Responsabilidades

• Handle escalated customer complaints and complex inquiries with expertise.
• Develop and implement strategies to improve customer satisfaction and retention.
• Mentor and train junior customer support staff, fostering a high-performance culture.
• Monitor key performance indicators (KPIs) and report on support team performance.
• Collaborate with other departments to ensure seamless customer issue resolution.
• Contribute to the continuous improvement of support processes and customer service protocols.

Conocimientos

Leadership

Mentoring

Customer service excellence

Analytical thinking

Herramientas

CRM software

Reporting tools

Descripción del empleo

Placements24 in Nelspruit is seeking an experienced Customer Support Executive to lead our support team in a client-facing, office-based role. The position focuses on managing complex customer issues, mentoring junior staff, and contributing to strategic customer support initiatives.

You will mentor and develop the team, monitor KPIs, and collaborate with other departments to ensure timely issue resolution and high service standards in the Nelspruit area.