Senior CX Advocate: Escalations & Coaching

Placements24; Gauteng; On-site; ZAR 250,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Medical and dental coverage

Paid time off

Leadership development

On-site training

Employee discount

Team-building events

Job summary

Placements24 in Gauteng is seeking an experienced Customer Experience Champion to join a fast-growing e-commerce support team in Tembisa. You will handle escalated inquiries, work with cross-functional teams, and drive outstanding service across channels.

The role focuses on resolving complex problems, mentoring junior staff, and continuously improving customer satisfaction while meeting SLAs. A passion for customer advocacy and strong communication are essential.

Qualifications

• Minimum 3 years in customer support or client relations, preferably in e-commerce.
• Ability to handle difficult customers and resolve complex problems.
• Excellent written and verbal communication.
• Proficient with CRM software and helpdesk systems.
• Detail-oriented with strong organizational skills.

Responsibilities

• Handle escalated complaints with professionalism.
• Investigate and resolve technical and service issues via multiple channels.
• Collaborate with sales, tech, and product teams.
• Develop strategies to improve satisfaction and retention.
• Document interactions and resolutions in CRM.
• Train and mentor junior support staff.
• Analyze feedback to identify service improvements.
• Ensure SLAs are met for all requests.

Skills

Customer support

CRM software

Communication skills

Problem solving

Teamwork

Mentoring

Tools

CRM software

Helpdesk systems

Job description

Placements24 in Gauteng is seeking an experienced Customer Experience Champion to join a fast-growing e-commerce support team in Tembisa. You will handle escalated inquiries, work with cross-functional teams, and drive outstanding service across channels.

The role focuses on resolving complex problems, mentoring junior staff, and continuously improving customer satisfaction while meeting SLAs. A passion for customer advocacy and strong communication are essential.