Customer Service Team Lead - Welkom

Placements24; Willows (CA); Hybrid; USD 21,000 - 33,000; Full time

Benefits offered by this job

Hybrid work model

Bonuses

Health benefits

Career development

Job summary

Placements24 in Welkom is seeking an experienced Customer Service Team Lead to guide and motivate the support team. You will oversee daily operations, coach staff, and implement strategies to enhance service delivery.

This leadership role focuses on customer satisfaction, operational efficiency, and a positive team environment. The ideal candidate will have a proven track record in customer service management and a passion for developing talent, with responsibilities spanning coaching,

Qualifications

• Proven experience in customer service leadership or supervisory roles.
• Excellent communication and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and support platforms.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex inquiries, ensuring timely resolutions.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage team schedules, workload distribution, and resource allocation.
• Conduct performance reviews and identify training needs for team members.
• Collaborate with other departments to resolve cross-functional issues.
• Ensure adherence to company policies, procedures, and service standards.
• Contribute to development and refinement of customer service processes and tools.

Skills

Leadership

Coaching

Communication

Conflict resolution

CRM proficiency

Analytical thinking

Training delivery

Education

Relevant degree or professional qualification

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Team Lead to guide and motivate their support team in Welkom, Free State . This leadership role is essential for driving customer satisfaction, ensuring operational efficiency, and fostering a positive team environment. You will be responsible for overseeing daily operations, coaching team members, and implementing strategies to enhance customer service delivery. The ideal candidate will have a proven track record in customer service management and a passion for developing talent. This is a key position within our client's operations in Welkom , offering significant responsibility and growth potential.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex inquiries, ensuring timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage team schedules, workload distribution, and resource allocation.
• Conduct performance reviews and identify training needs for team members.
• Collaborate with other departments to resolve cross-functional customer issues.
• Ensure adherence to company policies, procedures, and service standards.
• Contribute to the development and refinement of customer service processes and tools.

Requirements

• Proven experience in a customer service role, with demonstrated leadership or supervisory experience.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software and customer support platforms.
• Ability to motivate and inspire a team to achieve targets.
• Strong analytical and problem-solving skills.
• Experience in developing and delivering training programs.
• Ability to manage multiple priorities in a fast-paced environment.
• Relevant degree or professional qualification is an advantage.

Benefits

• Competitive salary commensurate with experience.
• Performance-based incentives and bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for career advancement and leadership development.
• Hybrid work model providing flexibility.
• Positive and collaborative team culture in Welkom .
• Access to ongoing professional development and training.