Cape Town Retail Customer Service Lead (Hybrid)

SA Commercial Business Process Outsourcing, SA; Cape Town; Hybrid; ZAR 400,000 - 600,000; Full time

Job summary

SA Commercial Business Process Outsourcing, SA in Cape Town is seeking a Customer Service Lead to guide the local team and shape service strategies across touchpoints. You will drive customer satisfaction, coach staff, and coordinate with other departments to ensure a seamless customer journey.

The role requires 4+ years in customer service with leadership exposure, strong CRM proficiency, and a passion for problem-solving within a retail context.

Qualifications

• 4+ years in customer service, with 1-2 years in a leadership role.
• Experience developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills to interpret customer feedback and service metrics.
• Proficiency with CRM software and service tools.
• Retail industry experience is essential.
• Hybrid remote/on-site work model experience.

Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance satisfaction.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor feedback channels and identify areas for improvement.
• Train and onboard new representatives to ensure readiness.
• Collaborate with sales and marketing for a seamless customer journey.
• Analyze service metrics and report team performance to management.
• Champion a customer-first culture within the Cape Town operations.
• Stay updated with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Skills

Leadership

Customer service

Communication

Analytical skills

CRM software

Tools

CRM software

Job description

SA Commercial Business Process Outsourcing, SA in Cape Town is seeking a Customer Service Lead to guide the local team and shape service strategies across touchpoints. You will drive customer satisfaction, coach staff, and coordinate with other departments to ensure a seamless customer journey.

The role requires 4+ years in customer service with leadership exposure, strong CRM proficiency, and a passion for problem-solving within a retail context.