Customer Service Team Lead - Retail - WhatJobs Direct

Placements24; O Mente; On-site; EUR 19,000 - 28,000; Full time

Benefits offered by this job

Competitive salary package

Employee discounts on retail products

Supportive work environment

Job summary

Placements24 is seeking a Customer Service Team Lead for Queenstown, Eastern Cape. You will guide and coach a team of representatives, manage escalations, and develop service procedures to improve customer satisfaction across touchpoints.

Ideal candidates bring at least 3 years in customer service with 1 year in a supervisory role, strong leadership and communication, and familiarity with CRM systems. A retail background and flexible hours are a plus, with opportunities for career growth within

Qualifications

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a team lead or supervisory capacity.
• Retail sector experience preferred.
• Excellent leadership, coaching, and motivational skills.
• Strong problem-solving abilities and conflict resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and customer service platforms.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver high-quality support.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Handle complex customer inquiries and escalated issues, resolving them effectively and professionally.
• Develop and implement customer service procedures and standards to enhance efficiency and customer satisfaction.
• Ensure the team adheres to all company policies and service level agreements (SLAs).
• Analyze customer feedback and service data to identify areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage staffing schedules and ensure adequate coverage for customer service operations.
• Act as a point of escalation for customer issues and provide solutions.
• Contribute to a positive and productive team culture in Queenstown.

Skills

Team leadership

Coaching

Communication

Active listening

Problem-solving

Conflict resolution

Organizational skills

Education

High school diploma

Tools

CRM software

Job description

About the Role Our client, a leading retail organization, is seeking a dedicated and experienced Customer Service Team Lead to join their team in **Queenstown, Eastern Cape**. This role is vital in ensuring exceptional customer support and satisfaction across all customer touchpoints. As a Team Lead, you will guide and motivate a team of customer service representatives, handle escalated customer issues, and contribute to the development of service protocols. The ideal candidate will possess strong leadership skills, a passion for customer advocacy, and a comprehensive understanding of retail customer service best practices. You will play a key role in upholding our client's reputation for outstanding service in the **Queenstown** area, fostering a positive and efficient customer service environment.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver high-quality support.
• Monitor team performance, providing regular feedback and conducting performance reviews.
• Handle complex customer inquiries and escalated issues, resolving them effectively and professionally.
• Develop and implement customer service procedures and standards to enhance efficiency and customer satisfaction.
• Ensure the team adheres to all company policies and service level agreements (SLAs).
• Analyze customer feedback and service data to identify areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage staffing schedules and ensure adequate coverage for customer service operations.
• Act as a point of escalation for customer issues and provide solutions.
• Contribute to a positive and productive team culture in **Queenstown**.

Requirements

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a team lead or supervisory capacity.
• Proven experience in the retail sector is highly preferred.
• Excellent leadership, coaching, and motivational skills.
• Strong problem-solving abilities and conflict resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency in using CRM software and customer service platforms.
• Ability to work flexible hours, including weekends and potentially some holidays, as needed in **Queenstown, Eastern Cape**.
• High school diploma or equivalent; further education or certifications in customer service are a plus.
• A patient, empathetic, and customer-centric approach.
• Strong organizational skills and the ability to manage multiple priorities.

Benefits

• Competitive salary package.
• Opportunity to lead and develop a customer service team.
• Employee discounts on retail products.
• A supportive work environment in **Queenstown**.
• Potential for career growth within the customer service or management field.