Hybrid Customer Service Leader - Coach & Elevate Experience

Placements24; Hurlingham; Hybrid; ARS 54,995,000 - 82,493,000; Full time

Benefits offered by this job

Bonus structure

Health, dental, and vision insurance

Paid time off

Leadership development opportunities

Hybrid work environment

Job summary

Placements24 is seeking an experienced Customer Service Manager to lead the support team in a hybrid Sandton-based role. You will oversee daily operations, coach staff, and drive exceptional customer experiences while developing service standards and optimizing processes.

You will monitor KPIs, handle escalations, and collaborate with Sales and Product to ensure a unified customer approach. Strong leadership and CRM expertise are essential for success in this role.

Qualifications

• Proven experience in a customer service leadership or management role.
• Strong understanding of customer service best practices and helpdesk operations.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, problem-solving, and decision-making abilities.
• Experience with CRM software and customer service management tools.
• Ability to thrive in a hybrid work environment balancing on-site and remote responsibilities.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and KPIs, identifying areas for improvement.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Collaborate with other departments to ensure a unified customer approach.
• Manage the customer service budget and resource allocation effectively.

Skills

Leadership & people mgmt

CRM software

Communication

Problem solving

Tools

CRM tools

Helpdesk software

Job description

Placements24 is seeking an experienced Customer Service Manager to lead the support team in a hybrid Sandton-based role. You will oversee daily operations, coach staff, and drive exceptional customer experiences while developing service standards and optimizing processes.

You will monitor KPIs, handle escalations, and collaborate with Sales and Product to ensure a unified customer approach. Strong leadership and CRM expertise are essential for success in this role.