E-commerce Customer Service Lead

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

About the Role

Our client, a popular online clothing retailer, is seeking a motivated and customer-focused E-commerce Customer Service Lead to manage their customer support operations in East London, Eastern Cape . This role is essential for ensuring that customers receive exceptional service throughout their shopping journey. You will lead a team of customer service representatives, handle escalated inquiries, and implement strategies to improve customer satisfaction and loyalty. This is a hands-on, office-based role in East London , requiring a strong commitment to service excellence.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives, fostering a positive and high-performance environment.
• Manage incoming customer inquiries via phone, email, and live chat, ensuring prompt and accurate responses.
• Handle escalated customer complaints and complex issues, finding satisfactory resolutions.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics (e.g., response time, resolution time, customer satisfaction scores) and report on key findings.
• Identify trends in customer inquiries and provide feedback to other departments (e.g., marketing, product development) for improvement.
• Ensure efficient management of customer service tools and platforms.
• Contribute to the development of self-service resources, such as FAQs and help articles.
• Maintain a deep understanding of the company's products and services to provide accurate information.
• Drive initiatives to improve customer loyalty and retention through exceptional service.

Requirements

• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
• 2-3 years of experience in customer service, with at least 1 year in a leadership or supervisory role within an e-commerce environment.
• Proven ability to handle difficult customer situations and de-escalate conflicts effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills and the ability to manage multiple tasks efficiently.
• Proficiency in customer relationship management (CRM) software and customer service platforms.
• Experience with live chat support and email management systems.
• Ability to work effectively under pressure and meet performance targets.
• A genuine passion for customer service and creating positive customer experiences.
• Must be based in or willing to relocate to East London, Eastern Cape .

Benefits

Our client offers a competitive salary and benefits package, including medical aid. This role provides an excellent opportunity to lead a customer-centric team in East London and contribute significantly to the company's success. You will work in a supportive environment with opportunities for professional development. Join a growing e-commerce business focused on delivering outstanding customer experiences.