Customer Service Team Lead

Placements24; Willows (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Bonuses

Hybrid work model

Medical aid and retirement fund

Leadership development

Job summary

Placements24 is seeking an experienced Customer Service Team Lead to oversee and guide our client's customer support operations. The role blends on-site leadership with remote flexibility in a hybrid model, focusing on driving service quality and team development.

The ideal candidate will have strong interpersonal skills, a proven track record in leading and coaching teams, and expertise with CRM platforms to analyze performance data and implement improvements.

Qualifications

• Minimum 5 years in customer service with at least 2 years in a supervisory or leadership role.
• Proven experience in leading, coaching, and motivating a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and customer support platforms.
• Ability to analyze performance data and implement data-driven improvements.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Set performance goals and provide regular feedback to team members.
• Monitor team performance metrics and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions.
• Develop and refine customer service processes and procedures.
• Collaborate with management to develop customer service policies and strategies.
• Ensure adherence to company standards and service level agreements (SLAs).
• Conduct regular team meetings and performance reviews.
• Foster a positive and productive team environment.
• Analyze customer feedback to identify areas for improvement.

Skills

Leadership

Coaching

CRM software

Data analysis

MS Office

Communication

Conflict resolution

Team building

Education

High school diploma

Business administration degree

Tools

CRM software

Customer support platforms

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Team Lead to oversee and guide their customer support operations in Welkom, Free State . This leadership role is pivotal in ensuring the delivery of exceptional customer service, motivating the support team, and driving continuous improvement in service quality. The ideal candidate will have a strong background in customer service management, excellent interpersonal skills, and a proven ability to lead and develop a team. This hybrid role requires a balance of on-site collaboration and remote flexibility. We are looking for a proactive leader who is passionate about customer advocacy and operational excellence. If you are ready to take on a challenging and rewarding leadership position, this is an excellent opportunity.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Set performance goals and provide regular feedback to team members.
• Monitor team performance metrics and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions.
• Develop and refine customer service processes and procedures.
• Collaborate with management to develop customer service policies and strategies.
• Ensure adherence to company standards and service level agreements (SLAs).
• Conduct regular team meetings and performance reviews.
• Foster a positive and productive team environment.
• Analyze customer feedback to identify areas for improvement.

Requirements

• A minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven experience in leading, coaching, and motivating a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and customer support platforms.
• Ability to analyze performance data and implement data-driven improvements.
• High school diploma required; a degree in Business Administration or a related field is a plus.
• Proficiency in MS Office Suite.
• Must be legally authorized to work in South Africa.

Benefits

• Attractive salary package with performance-based bonuses.
• Comprehensive benefits including medical aid and retirement fund.
• Hybrid work model offering flexibility.
• Opportunities for leadership development and career progression.
• A dynamic and supportive team culture.
• Access to ongoing training and professional development resources.