Customer Service Lead

Placements24; Willows (CA); Hybrid; USD 21,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid coverage

Retirement annuity

Career advancement opportunities

Performance-based incentives

Job summary

Placements24 client in e-commerce seeks a dynamic Customer Service Lead to oversee a team of representatives, raise service standards, and drive loyalty. You will coach staff, monitor metrics, handle escalations, and partner with other departments to ensure a seamless customer experience in a hybrid work setting.

The role requires at least 3 years in customer service leadership, excellent communication, problem-solving, and data-driven decision making.

Qualifications

• Minimum 3 years in a customer service leadership role.
• Strong understanding of e-commerce customer service.
• Excellent communication, problem-solving and conflict-resolution skills.
• Experience coaching and developing teams.
• Proficient with CRM and ticketing tools.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives.
• Monitor performance metrics and drive improvements.
• Handle escalated complaints and complex issues.
• Develop and deliver training programs for the team.
• Collaborate with other departments to ensure a seamless customer journey.
• Contribute to policies and procedures for customer service.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to quality standards and company policies.
• Foster a positive, high-performance team environment.

Skills

Leadership

Coaching

Communication

Problem solving

Data analysis

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a rapidly growing e-commerce enterprise, is looking for a dynamic and experienced Customer Service Lead to manage and elevate their customer support operations in Welkom, Free State . This leadership role involves overseeing a team of customer service representatives, ensuring they provide exemplary service, and driving initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership capabilities, a deep understanding of customer service best practices, and a passion for coaching and developing teams. You will play a crucial role in shaping the customer experience and contributing to the overall success of the business. This is an excellent opportunity to take on greater responsibility and make a significant impact.

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives, setting performance goals and providing regular feedback.
• Monitor team performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and effective resolution.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Contribute to the development and refinement of customer service policies and procedures.
• Analyze customer feedback and support data to identify trends and recommend service improvements.
• Ensure adherence to quality standards and company policies.
• Foster a positive and supportive team environment that promotes high performance and employee engagement.

Requirements

• Proven experience as a Customer Service Supervisor, Team Lead, or similar leadership role (minimum 3 years).
• Demonstrated success in managing and motivating a customer service team.
• Excellent understanding of customer service principles and best practices in e-commerce.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze data and translate insights into actionable strategies.
• A bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Strong organizational skills and the ability to manage multiple priorities effectively.

Benefits

• This role based in Welkom, Free State offers a competitive annual salary, comprehensive medical aid coverage, and a retirement annuity.
• Our client is committed to employee development, providing opportunities for continuous learning and career advancement.
• You will work in a dynamic and collaborative environment, with a hybrid work model that balances in-office collaboration with remote flexibility.
• Additional benefits include performance-based incentives and a positive work culture.