Senior CX Leader — On-Site in Tembisa

Placements24; Kempton Park; Presencial; ZAR 700 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical aid

Retirement plan

Paid time off

Professional development

Resumo da oferta

Placements24 in Gauteng is seeking a Senior Customer Experience Advocate to join the on-site team in Tembisa. You will lead escalations, analyze feedback, and collaborate cross-functionally to enhance the customer journey from inquiry to post-purchase support.

The ideal candidate brings 3–5 years in customer service, with at least 1 year in a senior role, strong communication, and a passion for customer-first excellence.

Qualificações

• Minimum 3–5 years in customer service or experience role with at least 1 year in a senior capacity.
• Proven ability to resolve complex issues and manage difficult situations.
• Excellent verbal and written communication with strong listening skills.

Responsabilidades

• Handle escalated customer complaints and complex inquiries with professionalism and empathy.
• Analyze feedback and support data to identify service improvement areas.
• Develop strategies to enhance customer experience and reduce churn.
• Train and mentor junior representatives on best practices and standards.
• Collaborate with Sales, Operations, and Marketing to address issues and improve processes.
• Manage customer relationships and ensure positive engagement.
• Document interactions and resolutions in the CRM system.
• Aim to meet and exceed KPIs for satisfaction, response times, and resolutions.

Conhecimentos

Customer service

Leadership

Communication

Data analysis

Ferramentas

Salesforce

Zendesk

Descrição da oferta de emprego

Placements24 in Gauteng is seeking a Senior Customer Experience Advocate to join the on-site team in Tembisa. You will lead escalations, analyze feedback, and collaborate cross-functionally to enhance the customer journey from inquiry to post-purchase support.

The ideal candidate brings 3–5 years in customer service, with at least 1 year in a senior role, strong communication, and a passion for customer-first excellence.