Customer Experience Lead - Queenstown

Placements24; Queenstown (MD); On-site; USD 25,000 - 40,000; Full time

Benefits offered by this job

Medical aid

Paid time off

Leadership training

Job summary

Placements24 is seeking a Customer Service Lead to manage on-site operations in Queenstown, Eastern Cape. The role focuses on leading and coaching the service team, ensuring top-tier customer experiences and efficient issue resolution.

You will train, mentor, and motivate staff, set KPIs, and collaborate with other departments to maintain service excellence. This is a full-time, on-site position in a growing organization.

Qualifications

• Minimum of 4 years in a customer service role, with at least 2 years in a supervisory or leadership capacity.
• Proven ability to lead and motivate a team.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Strong communication and interpersonal skills.
• Proficiency in using CRM software and customer service tools.
• Must be based in or willing to relocate to Queenstown, Eastern Cape.

Responsibilities

• Lead, train, and supervise a team of customer service representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Ensure the team consistently meets and exceeds customer service standards and KPIs.
• Handle complex customer inquiries, complaints, and escalations with professionalism and efficiency.
• Monitor customer feedback and implement strategies to improve satisfaction.
• Develop and update customer service procedures and guidelines.
• Collaborate with other department managers to ensure seamless service delivery.
• Manage staff scheduling and ensure adequate coverage during operating hours.
• Foster a positive and productive work environment for the customer service team.

Skills

Team leadership

Customer service

Problem-solving

Communication

Interpersonal skills

Tools

CRM software

Job description

Placements24 is seeking a Customer Service Lead to manage on-site operations in Queenstown, Eastern Cape. The role focuses on leading and coaching the service team, ensuring top-tier customer experiences and efficient issue resolution.

You will train, mentor, and motivate staff, set KPIs, and collaborate with other departments to maintain service excellence. This is a full-time, on-site position in a growing organization.