Customer Support Team Lead - Randburg

Placements24; Southampton; On-site; GBP 16,000 - 25,000; Full time

Benefits offered by this job

Competitive salary

Health and wellness benefits

Professional development

Career advancement

Generous paid time off

Retirement savings plan

Employee recognition

Access to modern tools

Career growth opportunities

Job summary

Placements24 is seeking a Customer Support Team Lead in Randburg, Gauteng to guide a dedicated team and drive service excellence. You will mentor staff, monitor performance, and implement strategies to improve customer satisfaction and efficiency.

The role requires strong leadership, coaching, and problem-solving skills, with a focus on process and performance improvements in a busy support environment.

Qualifications

• 3–5 years in customer support or helpdesk with 1–2 years in a supervisory role.
• Proven leadership and ability to motivate staff.
• Excellent communication, interpersonal and problem-solving skills.
• Strong understanding of customer service principles and practices.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to analyze data and drive performance improvements.
• Experience in conflict resolution and handling difficult customers.
• Highly organized with ability to manage multiple priorities.
• Ability to work effectively in Randburg, Gauteng area.
• Passion for customer service excellence and team development.

Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient and effective resolution of inquiries and issues.
• Monitor team performance metrics and provide regular feedback and coaching.
• Implement and enforce customer service policies to ensure consistency and quality.
• Handle escalated customer issues with timely, effective resolutions.
• Identify training needs and coordinate development opportunities.
• Contribute to process improvements in customer support workflows.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to SLAs and KPIs.
• Foster a collaborative environment that promotes morale and productivity.

Skills

Leadership

Team management

Customer service

CRM software

Problem solving

Communication

Tools

CRM software

Helpdesk ticketing systems

Job description

About the Role

Our client is seeking an experienced and motivational Customer Support Team Lead to guide their dedicated team in Randburg, Gauteng . This leadership role is integral to overseeing daily operations, ensuring the highest standards of customer service are met, and fostering a positive, productive team environment. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer support best practices. You will be responsible for mentoring team members, monitoring performance, and implementing strategies to enhance customer satisfaction and efficiency. This is a significant opportunity to shape the customer experience and drive operational excellence within a reputable organization. We are committed to providing a challenging and rewarding work setting where leadership skills are valued and career progression is encouraged. Join us and lead a team dedicated to providing exceptional support.

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient and effective resolution of customer inquiries and issues.
• Monitor team performance metrics and provide regular feedback and coaching to individual team members.
• Implement and enforce customer service policies and procedures to ensure consistency and quality.
• Handle escalated customer issues, providing timely and effective resolutions.
• Identify training needs within the team and coordinate relevant development opportunities.
• Contribute to the development and improvement of customer support processes and workflows.
• Analyze customer feedback and support data to identify trends and recommend improvements.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Foster a collaborative and supportive team environment that promotes high morale and productivity.

Requirements

• Minimum of 3-5 years of experience in a customer support or helpdesk role, with at least 1-2 years in a supervisory or lead capacity.
• Proven leadership and team management skills, with the ability to motivate and guide staff.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze performance data and implement performance improvement strategies.
• Experience in conflict resolution and managing difficult customer situations.
• Strong organizational skills and the ability to manage multiple priorities.
• Ability to work effectively within the Randburg, Gauteng area.
• A passion for customer service excellence and team development.

Benefits

• Our client offers a competitive salary commensurate with experience, along with performance-based bonuses.
• Comprehensive health and wellness benefits, including medical and dental coverage, are provided.
• Opportunities for professional development, leadership training, and career advancement are readily available.
• A supportive and dynamic work environment fosters teamwork and innovation.
• Generous paid time off ensures a healthy work-life balance.
• Retirement savings plan options are accessible.
• Employee recognition programs celebrate outstanding performance.
• Access to modern tools and technologies to facilitate efficient team management.
• This role offers a significant opportunity for career growth within a leading service organization.