Hybrid Customer Service Leader - Growth & Impact

Placements24; United States; Hybrid; USD 43,000 - 59,000; Full time

Benefits offered by this job

Competitive salary

Leadership bonus

Health insurance

Retirement plan

Leadership training

Hybrid work

Paid holidays

Car allowance

Office facilities

Annual leave

Job summary

Placements24 in Randburg, Gauteng seeks an experienced Customer Service Manager to lead a dedicated team in a hybrid role. Shape service strategy and ensure excellence across all channels.

You will drive performance, coach staff, and collaborate with Sales, Marketing and Product to ensure a seamless customer experience. The ideal candidate will display strong leadership, superb communication, and a proven track record in customer service operations.

Qualifications

• Demonstrated leadership in customer service or service operations.
• Strong communication and conflict resolution skills.
• Experience with CRM and helpdesk tools; KPI reporting experience.

Responsibilities

• Lead, mentor, and manage the customer service team to achieve optimal performance.
• Develop and implement customer service policies and strategies.
• Monitor performance metrics and identify areas for improvement.
• Ensure high-quality customer support across all touchpoints.
• Handle escalated issues with professionalism and efficiency.
• Train and onboard new customer service representatives.
• Collaborate with Sales, Marketing and Product for a unified experience.
• Manage budget and resources for the customer service function.
• Stay updated on best practices and emerging customer service tech.
• Foster a positive and motivating work environment for the team.

Skills

Leadership

Customer service

Communication

Problem solving

Conflict resolution

KPI reporting

Analytics

Education

Bachelor's degree

Tools

CRM systems

Helpdesk software

Job description

Placements24 in Randburg, Gauteng seeks an experienced Customer Service Manager to lead a dedicated team in a hybrid role. Shape service strategy and ensure excellence across all channels.

You will drive performance, coach staff, and collaborate with Sales, Marketing and Product to ensure a seamless customer experience. The ideal candidate will display strong leadership, superb communication, and a proven track record in customer service operations.