Team Lead - Customer Service

Placements24; United States; Hybrid; USD 22,000 - 33,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Medical and dental benefits

Professional development

Hybrid schedule

Positive team culture

Job summary

Placements24 seeks a proactive Team Lead for Customer Service to guide a Paarl-based team and drive exceptional support. You will lead a group of representatives, ensure efficient issue resolution, and uphold service standards in a hybrid work setting.

The role emphasizes coaching, performance feedback, and training development while monitoring SLA adherence and customer satisfaction. Strong communication and CRM experience are essential.

Qualifications

• 3+ years in customer service with at least 1 year in a Team Lead or supervisory role.
• Proven ability to lead, motivate, and develop a customer service team.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience with CRM software and customer service platforms.

Responsibilities

• Supervise, coach, and mentor a team of customer service representatives.
• Monitor performance, provide feedback, and conduct performance reviews.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and implement training programs for new and existing team members.
• Analyze customer service data to identify trends and recommend improvements.
• Ensure adherence to service level agreements (SLAs) and quality standards.

Skills

Leadership

Customer service

Communication

Problem solving

Interpersonal skills

CRM software

Education

High school diploma

Related field degree (plus)

Tools

CRM software

Customer service platforms

Job description

About the Role

Our client is seeking a proactive and empathetic Team Lead for Customer Service to join their team in Paarl . This role is crucial for guiding a team of customer service representatives, ensuring they provide exceptional support and resolve customer issues efficiently. The Team Lead will foster a positive team environment, monitor performance, and contribute to improving customer satisfaction metrics. This position operates on a hybrid model, allowing for flexibility while maintaining team cohesion and direct oversight.

Key Responsibilities

• Supervise, coach, and mentor a team of customer service representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and implement training programs for new and existing team members.
• Analyze customer service data to identify trends and recommend improvements.
• Ensure adherence to service level agreements (SLAs) and quality standards.

Requirements

• High school diploma or equivalent; a degree in a related field is a plus.
• 3+ years of experience in customer service, with at least 1 year in a Team Lead or supervisory role.
• Proven ability to lead, motivate, and develop a customer service team.
• Excellent communication, problem-solving, and interpersonal skills.
• Experience with CRM software and customer service platforms.
• Ability to work effectively in a hybrid team setting.

Benefits

• Competitive salary with performance incentives.
• Comprehensive medical and dental benefits.
• Opportunities for professional development and career advancement.
• Flexible hybrid work schedule.
• Positive and supportive team atmosphere.