E-commerce CS Lead – Build Loyalty & Lead Team (East London)

Placements24; Roanoke (VA); On-site; USD 22,000 - 36,000; Full time

Benefits offered by this job

Medical aid

Job summary

Placements24 in East London, SA is seeking an E-commerce Customer Service Lead to manage our client’s online support operations. This role leads a team of representatives, handling inquiries across phone, email and live chat, and driving service excellence throughout the customer journey.

You will implement policies, monitor metrics, and collaborate with marketing and product teams to improve loyalty. A strong coach who can de-escalate conflicts and thrive under pressure will succeed.

Qualifications

• 2-3 years in customer service with at least 1 year in a leadership/supervisory role in ecommerce.
• Excellent communication, interpersonal and problem-solving skills.
• Strong organizational skills and ability to manage multiple tasks.
• Proven ability to de-escalate difficult customer situations.
• Bachelor's degree in related field is a plus.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Manage inquiries via phone, email, and live chat.
• Handle escalated complaints and complex issues.
• Develop and implement customer service policies and procedures.
• Monitor performance metrics and report findings.
• Identify trends and provide feedback to other departments.
• Ensure efficient management of customer service tools.
• Contribute to self-service resources (FAQs, help articles).
• Maintain deep knowledge of products and services.
• Drive initiatives to improve loyalty and retention.

Skills

Leadership experience

Customer service excellence

CRM software

Live chat management

Education

Bachelor's degree preferred

Tools

CRM software

Live chat platforms

Job description

Placements24 in East London, SA is seeking an E-commerce Customer Service Lead to manage our client’s online support operations. This role leads a team of representatives, handling inquiries across phone, email and live chat, and driving service excellence throughout the customer journey.

You will implement policies, monitor metrics, and collaborate with marketing and product teams to improve loyalty. A strong coach who can de-escalate conflicts and thrive under pressure will succeed.