Senior Events & Promotions Lead — Create Memorable Experiences

Placements24; Gauteng; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Medical aid

Retirement savings

Paid time off

Professional development

Job summary

Placements24 in Tembisa, Gauteng, is seeking a Senior Customer Experience Advocate to own the end-to-end customer journey from inquiry to post-purchase support. You will resolve complex issues, identify trends, and drive improvements while collaborating with cross-functional teams in an on-site setting.

The role requires leadership experience, exceptional communication, and a passion for delivering outstanding service in a fast-growing e-commerce environment.

Qualifications

• 3–5 years in customer service with at least 1 year in a senior role.
• Excellent verbal and written communication; strong active listening.
• Experience in the e-commerce industry is highly desirable.

Responsibilities

• Handle escalated customer issues with professionalism and empathy.
• Analyze feedback and service data to identify improvements.
• Develop strategies to enhance customer experience and reduce churn.
• Mentor junior representatives on best practices and standards.
• Collaborate with Sales, Operations, and Marketing to resolve issues.
• Manage customer relationships and ensure positive engagement.
• Stay updated on industry trends to maintain a competitive edge.
• Document interactions and resolutions in the CRM accurately.
• Achieve KPIs related to satisfaction, response times, and resolution rates.

Skills

Customer service

Senior experience

Active listening

Communication

Data analysis

E-commerce

Tools

Salesforce

Zendesk

Job description

About the Role Our client is a rapidly expanding e-commerce platform seeking a dedicated Senior Customer Experience Advocate to join their vibrant team in Tembisa, Gauteng. This pivotal role focuses on ensuring an unparalleled customer journey from initial inquiry to post-purchase support. You will be at the forefront of resolving customer issues, identifying trends, and driving improvements in customer satisfaction metrics. This is an on-site position, fostering strong team camaraderie and direct collaboration within our client's Tembisa, Gauteng offices. The ideal candidate possesses a deep understanding of customer service principles, exceptional communication skills, and a passion for creating positive customer interactions. You will act as a primary point of contact for complex customer escalations, providing expert guidance and ensuring swift, satisfactory resolutions. This role offers the chance to make a significant impact on customer loyalty and brand reputation. Join a forward-thinking company that values its customers and invests in its employees' professional development.

Key Responsibilities

• Handle escalated customer complaints and complex inquiries with professionalism and empathy.
• Analyze customer feedback and support data to identify areas for service improvement and product enhancement.
• Develop and implement strategies to enhance the overall customer experience and reduce churn.
• Train and mentor junior customer service representatives on best practices and service standards.
• Collaborate with cross-functional teams (e.g., Sales, Operations, Marketing) to address customer issues and improve internal processes.
• Manage customer relationships, ensuring consistent and positive engagement.
• Stay up-to-date with industry trends and competitor offerings to maintain a competitive edge in customer service.
• Document customer interactions and resolutions accurately in the company's CRM system.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.

Requirements

• Minimum of 3-5 years of experience in a customer service or customer experience role, with at least 1 year in a senior or lead capacity.
• Proven track record of successfully resolving complex customer issues and managing difficult situations.
• Excellent verbal and written communication skills, with strong active listening abilities.
• Demonstrated leadership and mentoring skills.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and customer support tools.
• Ability to analyze data, identify trends, and propose actionable solutions.
• Strong understanding of customer service principles and best practices.
• Experience in the e-commerce industry is highly desirable.
• A customer‑centric mindset and a passion for delivering exceptional service.

Benefits

Our client provides a competitive remuneration package along with a robust benefits structure. This includes a comprehensive medical aid plan, retirement savings contributions, and paid time off. Employees have access to continuous professional development programs and opportunities for career advancement within a growing organization. The collaborative office environment in Tembisa, Gauteng encourages teamwork and knowledge sharing. Join a company that is committed to fostering a positive and supportive workplace culture where your contributions are recognized and valued. This role offers stability and the chance to be part of a dynamic and customer‑focused team.