Customer Service Lead

Placements24; Gqeberha; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Fully remote work environment

Employee discounts on products

Professional development opportunities

Supportive team culture

Job summary

Placements24 is seeking a Customer Service Lead for Port Elizabeth markets. This remote-first role centers on leading a team of remote representatives, maintaining service excellence, and driving customer satisfaction.

You will train staff, develop service protocols, and analyze feedback to improve loyalty while aligning with the client’s brand values. The position emphasizes strong communication and problem-solving in a retail context.

Qualifications

• Minimum 3 years in customer service with team lead experience.
• Excellent verbal and written communication skills.
• Proven ability to develop and mentor staff, resolve conflicts, and improve service quality.

Responsibilities

• Lead and mentor a team of remote customer service representatives.
• Oversee daily customer service operations and ensure timely resolutions.
• Develop and implement customer service policies and procedures.
• Monitor performance metrics and identify improvement areas.
• Handle escalated issues with professionalism and efficiency.
• Analyze feedback and service data to drive improvements and loyalty.

Skills

Customer service leadership

Communication skills

Problem solving

CRM software

Remote work discipline

Retail knowledge

Education

Matric / High School

Tools

CRM software platforms

Ticketing systems

Job description

About the Role

Our client, a reputable retailer known for its commitment to customer satisfaction, is seeking a dedicated and empathetic Customer Service Lead for their operations serving **Port Elizabeth**. In this vital role, you will be responsible for leading a team of customer service representatives, ensuring the highest standards of service delivery, and resolving complex customer issues. The ideal candidate will possess exceptional communication skills, a problem-solving mindset, and a passion for creating positive customer experiences. You will play a key role in training and mentoring your team, developing service protocols, and analyzing customer feedback to drive continuous improvement. This is a remote-first position, offering the flexibility to work from anywhere within **Port Elizabeth**'s vicinity, while maintaining a strong connection to our client's brand values. Your leadership will be instrumental in fostering customer loyalty and enhancing our client's reputation for excellence in the **Port Elizabeth** market. This role requires dedication to maintaining service quality in a remote setting.

Key Responsibilities

• Lead and mentor a team of remote customer service representatives, providing ongoing training and support.
• Oversee daily customer service operations, ensuring timely and effective resolution of inquiries and complaints.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor customer service performance metrics and identify areas for improvement.
• Handle escalated customer issues and complex inquiries with professionalism and efficiency.
• Analyze customer feedback and service data to identify trends and recommend strategic improvements.
• Collaborate with other departments to address customer concerns and ensure a cohesive customer experience.
• Maintain a thorough understanding of the company's products and services.
• Champion a customer-centric culture within the team and across the organization.

Requirements

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a team lead or supervisory capacity.
• Proven ability to lead, motivate, and develop a team.
• Exceptional verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience with customer service software and CRM systems.
• Ability to work effectively in a remote setting, demonstrating self-discipline and time management skills.
• A customer-first mentality and a genuine passion for service excellence.
• Familiarity with the retail sector and customer expectations in **Port Elizabeth**.
• High school diploma or equivalent; a college degree is a plus.

Benefits

• Competitive annual salary of R.
• Fully remote work environment, offering maximum flexibility.
• Opportunity to lead and shape the customer service function.
• Employee discounts on a range of products.
• Professional development and training opportunities.
• Supportive team culture focused on customer success.
• Contribute to improving customer loyalty in **Port Elizabeth**.