Retail Customer Service Lead

Placements24; Kimberley; On-site; CAD 15,000 - 22,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Staff discounts

Professional development

Career growth

Team environment

Job summary

Placements24 is seeking a Retail Customer Service Lead in Kimberley to guide the store’s customer service team. You will train staff, handle escalated issues, and ensure service standards align with the company’s commitment to excellence.

The ideal candidate has 1–2 years in a supervisory role, excellent communication, and the ability to mentor a team. Flexible hours including weekends are required, and residency in or near Kimberley is preferred.

Qualifications

• 1–2 years in a supervisory or lead role.
• Excellent communication, listening and problem-solving skills.
• Willing to work weekends and reside in or near Kimberley.

Responsibilities

• Lead and motivate the customer service team to deliver exceptional standards.
• Train staff on service protocols, product knowledge and complaints.
• Resolve complex inquiries and escalated issues.
• Monitor feedback and implement service improvements.
• Process returns, exchanges and store credits efficiently.
• Maintain knowledge of store policies, promotions and products.
• Collaborate with departments for a cohesive experience.

Skills

Customer service leadership

Training staff

Communication skills

Problem solving

Conflict resolution

Mentoring

POS systems proficiency

Education

High school diploma

Tools

POS systems

Customer service software

Job description

About the Role

Our client, a reputable national retailer, is seeking an exceptional Retail Customer Service Lead to guide their customer service team in Kimberley, Northern Cape . This role is paramount in ensuring that every customer interaction is positive, efficient, and memorable, thereby fostering customer loyalty and enhancing the brand's reputation. The Customer Service Lead will be responsible for training and mentoring the customer service staff, handling escalated customer issues, and implementing service standards that align with the company's commitment to excellence. The ideal candidate possesses outstanding interpersonal skills, a calm demeanor under pressure, and a deep understanding of effective customer service strategies. You will play a key role in resolving complex customer queries and ensuring a smooth and satisfying shopping experience for all patrons of the Kimberley store. This is a fantastic opportunity to lead a team and make a significant impact on customer satisfaction within a respected retail environment. Your dedication to service will be a cornerstone of the store's success.

Key Responsibilities

• Lead and motivate the customer service team to deliver exceptional service standards.
• Train new and existing staff on customer service protocols, product knowledge, and complaint resolution.
• Handle and resolve complex customer inquiries, complaints, and issues escalated from the team.
• Monitor customer feedback and implement improvements to service delivery.
• Ensure efficient processing of returns, exchanges, and store credit transactions.
• Maintain a thorough knowledge of store policies, promotions, and product offerings.
• Collaborate with other store departments to ensure a cohesive customer experience.
• Create a welcoming and supportive environment for both customers and staff.
• Analyze customer service performance metrics and report findings to management.
• Act as a brand ambassador, embodying the company's values and commitment to customer satisfaction.

Requirements

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or lead capacity.
• Exceptional communication, listening, and problem-solving skills.
• Strong conflict resolution and negotiation abilities.
• A patient and empathetic approach to customer interactions.
• Ability to train, mentor, and motivate a team.
• Proficiency in using POS systems and customer service software.
• High school diploma or equivalent required; further education in customer service or management is a plus.
• Must be available to work flexible hours, including weekends, and reside in or near Kimberley, Northern Cape . Professional and approachable demeanor.

Benefits

• Our client offers a competitive salary commensurate with experience and a performance-based bonus structure.
• Employees receive comprehensive medical aid and access to a retirement savings plan.
• Attractive staff discounts are a valuable perk.
• Opportunities for professional development in customer service leadership and communication skills are provided.
• You will work in a positive team environment where excellent customer service is highly valued and rewarded.
• The company is committed to employee growth and development, offering pathways for career advancement.

Regular feedback sessions ensure continuous improvement.