Senior Remote Customer Service Leader

Placements24; East London; Ibrido; ZAR 360.000 - 540.000; Tempo pieno

Descrizione del lavoro

Placements24 is seeking a Senior Customer Service Representative to join our fully remote team. You will handle complex customer inquiries, mentor juniors, and drive high satisfaction in online retail support.

This role offers autonomy, strong virtual collaboration, and opportunities to shape customer experience. The ideal candidate has 5+ years in customer service, excellent communication, and familiarity with CRM platforms.

Competenze

• Minimum 5 years in customer service or support, with complex inquiries.
• Proven ability to resolve issues and maintain high satisfaction.
• Excellent verbal and written communication with a professional tone.
• Strong interpersonal and active listening skills.
• Proficiency with CRM software (Salesforce, Zendesk) and support platforms.
• Strong problem-solving and decision-making abilities.
• Able to work independently in a fully remote setting.
• Customer-centric mindset with passion for service excellence.
• Experience in online retail or e-commerce preferred.
• Reliable internet connection and quiet home office.

Mansioni

• Handle high-volume inbound inquiries via phone, email, and chat.
• Resolve complex customer issues with empathy and efficiency.
• Mentor junior representatives.
• Analyze customer feedback and identify trends for process improvements.
• Escalate unresolved issues with clear documentation.
• Process returns, exchanges, refunds per policy.
• Maintain accurate CRM records.
• Create and update customer service documentation.
• Identify opportunities to enhance customer experience.
• Participate in team training for remote collaboration.

Conoscenze

Verbal communication

Written communication

Interpersonal skills

Active listening

Problem solving

Remote work

Customer service

E-commerce experience

Strumenti

Salesforce

Zendesk

Descrizione del lavoro

Placements24 is seeking a Senior Customer Service Representative to join our fully remote team. You will handle complex customer inquiries, mentor juniors, and drive high satisfaction in online retail support.

This role offers autonomy, strong virtual collaboration, and opportunities to shape customer experience. The ideal candidate has 5+ years in customer service, excellent communication, and familiarity with CRM platforms.