Customer Service 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

About the Role Our client, a dynamic retail organization, is seeking an experienced and proactive Customer Service Lead to manage their operations in **Queenstown, Eastern Cape**. This leadership role is crucial for overseeing the customer service team, ensuring high standards of service delivery, and fostering a positive customer experience. You will be responsible for training, mentoring, and motivating the team, as well as handling escalated customer issues. We are looking for a proven leader with excellent communication, problem-solving, and interpersonal skills. This position requires a dedicated on-site presence, making it a 'No ' remote role, and offers a significant opportunity to make a substantial impact within a growing company. You will be instrumental in shaping the customer service strategy for our **Queenstown** branch.

Key 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.

Requirements

• Minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity.
• Demonstrated 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.
• Ability to work under pressure and manage multiple priorities effectively.
• A commitment to providing exceptional customer service and setting a high standard.
• Must be based in or willing to relocate to **Queenstown, Eastern Cape**.

Benefits

Our client offers a competitive salary package commensurate with experience and leadership responsibilities. This role includes comprehensive benefits such as medical aid, paid time off, and opportunities for career advancement. You will receive ongoing leadership training and professional development support. Join a respected organization in **Queenstown, Eastern Cape**, and play a key role in its success. Enjoy a challenging yet rewarding leadership position within a stable and supportive company culture. This on-site role allows for direct engagement and impact on daily operations.