Customer Service Lead

Placements24; East London; Ibrido; ZAR 300.000 - 420.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary package

Performance-based bonuses

Hybrid work arrangement

Opportunities for professional growth

Comprehensive benefits package

Descrizione del lavoro

Placements24 is seeking an experienced Customer Service Lead to oversee service operations in East London. You will manage a team of front-line representatives, develop service protocols and monitor performance to ensure exceptional customer satisfaction.

This hybrid role blends in-store supervision with remote administrative and strategic planning. The ideal candidate will have strong leadership, excellent communication, and a track record of improving customer service in retail.

Competenze

• Experience in a customer service supervisory or leadership role, preferably in retail.
• Excellent leadership, coaching and team management skills.
• Strong communication, interpersonal and problem-solving abilities.
• Proficiency in CRM software and ticketing systems.
• Hybrid work experience and managing remote teams is advantageous.

Mansioni

• Lead, train and motivate a team of customer service representatives.
• Develop and implement customer service policies, procedures, and standards.
• Oversee daily customer service operations, ensuring efficient handling of inquiries and complaints.
• Monitor KPIs such as response time, resolution rate and customer satisfaction scores.
• Act as a primary point of escalation for complex customer issues.
• Collaborate with other departments (e.g., Sales, Logistics) to resolve customer concerns effectively.
• Identify trends in customer inquiries and feedback to recommend service improvements.
• Manage customer feedback mechanisms and ensure timely follow-up.
• Contribute to the development and delivery of customer service training programs.
• Ensure a consistent and positive customer experience across all service channels.

Conoscenze

Leadership

Coaching

Team management

CRM software

Problem-solving

Communication

Formazione

Grade 12 certificate

Related field degree

Strumenti

CRM software

Ticketing systems

Data analytics

Descrizione del lavoro

About the Role

Our client, a renowned lifestyle brand specializing in premium home goods, is seeking an experienced and empathetic Customer Service Lead to manage their service operations in East London . This role is critical for ensuring exceptional customer satisfaction and efficient resolution of inquiries and issues. The Customer Service Lead will oversee a team of customer service representatives, develop service protocols, monitor performance metrics, and act as a point of escalation for complex customer concerns. This position involves a hybrid work arrangement, combining in-store team supervision with remote administrative and strategic planning duties. The ideal candidate will possess strong leadership abilities, excellent communication skills, and a deep understanding of customer service best practices within the retail sector. We are looking for a proactive individual dedicated to fostering a positive customer experience and driving continuous improvement in service delivery. Your leadership will be instrumental in maintaining our client's reputation for outstanding customer care.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives.
• Develop and implement customer service policies, procedures, and standards.
• Oversee daily customer service operations, ensuring efficient handling of inquiries and complaints.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Act as a primary point of escalation for complex customer issues.
• Collaborate with other departments (e.g., Sales, Logistics) to resolve customer concerns effectively.
• Identify trends in customer inquiries and feedback to recommend service improvements.
• Manage customer feedback mechanisms and ensure timely follow-up.
• Contribute to the development and delivery of customer service training programs.
• Ensure a consistent and positive customer experience across all service channels.

Requirements

• Proven experience in a customer service supervisory or leadership role, preferably in retail.
• Excellent leadership, coaching, and team management skills.
• Strong communication, interpersonal, and problem-solving abilities.
• Demonstrated understanding of customer service principles and best practices.
• Proficiency in customer relationship management (CRM) software and ticketing systems.
• Ability to analyze service data and implement improvement strategies.
• Experience with hybrid work models and managing remote or distributed teams is advantageous.
• A Grade 12 certificate or equivalent; tertiary qualification in a related field is a plus.
• Calm and professional demeanor under pressure.
• Strong organizational skills and attention to detail.

Benefits

• Competitive salary package.
• Performance-based bonuses.
• Opportunities for professional growth and development in customer experience management.
• Hybrid work arrangement offering flexibility.
• Work with a premium lifestyle brand.
• Exposure to best practices in customer service.
• A supportive and collaborative team environment.
• Regular performance reviews and career pathing.
• Contribution to enhancing customer loyalty and brand reputation.
• Comprehensive benefits package.