Customer Service Team Lead - Retail - Whatjobs Direct

Placements24; Queenstown; Hybrid; NZD 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Competitive salary package

Opportunity to lead and develop a team

Employee discounts on retail products

Supportive work environment

Career growth opportunities

Zusammenfassung

Placements24 is seeking a Customer Service Team Lead for Queenstown to guide a busy support team and uphold retail service standards. You will mentor, resolve escalations, and help shape service processes across touchpoints.

The role emphasizes strong leadership, customer advocacy, and a passion for delivering outstanding service while maintaining SLAs and driving continuous improvement.

Qualifikationen

• Minimum of 3 years 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.

Aufgaben

• Lead, train, and mentor a team of customer service representatives to deliver high-quality support.
• Monitor team performance, provide regular feedback and conduct 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 satisfaction.
• Ensure the team adheres to all policies and SLAs.
• Analyze customer feedback and service data to identify improvements.
• Collaborate with other departments to resolve issues and improve customer experience.
• Manage staffing schedules and ensure adequate coverage for operations.
• Act as escalation point and provide solutions; contribute to team culture in Queenstown.

Kenntnisse

Leadership

Coaching

Customer service

CRM software

Communication

Problem-solving

Ausbildung

High school diploma

Tools

CRM software

Jobbeschreibung

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 **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.