Customer Service Lead

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Pension contributions

Paid time off and holidays

Leadership development programs

Team-building events

Job summary

Placements24 is seeking an experienced Customer Service Lead to guide a Randburg-based team. The role combines in-office collaboration with remote work, focusing on service excellence, policy development, and performance coaching.

The ideal candidate has 5+ years in customer service with 2+ years in a supervisory role, strong leadership, and data-driven decision-making. A Bachelor’s in Business Admin or related field is preferred, with proven communication skills.

Qualifications

• Minimum 5 years in customer service with at least 2 years in a supervisory or lead role.
• Proven leadership and people management skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles, best practices, and KPIs.
• Experience with hybrid work models and managing remote team members is a plus.
• Must be based in or able to commute to Randburg, Gauteng for hybrid work.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily customer service operations, ensuring efficient and effective support delivery.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer interactions and provide constructive feedback and coaching to the team.
• Handle escalated customer issues and complex complaints with professionalism and efficiency.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage team schedules, workload distribution, and performance reviews.
• Champion customer-centric initiatives and foster a culture of service excellence.
• Contribute to strategic planning and service improvement projects.

Skills

Team leadership

Customer service excellence

Communication

Data analysis

Conflict resolution

People management

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Lead to spearhead their team in Randburg, Gauteng. This leadership role is crucial for overseeing daily operations, mentoring customer service representatives, and ensuring the highest standards of customer satisfaction. You will play a key role in developing and implementing service strategies, analyzing performance metrics, and fostering a positive and productive team environment. This hybrid role combines essential in-office collaboration with the flexibility of remote work, offering a balanced approach to modern leadership. We are looking for a proven leader with exceptional communication, problem-solving, and people management skills.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily customer service operations, ensuring efficient and effective support delivery.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer interactions and provide constructive feedback and coaching to the team.
• Handle escalated customer issues and complex complaints with professionalism and efficiency.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage team schedules, workload distribution, and performance reviews.
• Champion customer-centric initiatives and foster a culture of service excellence.
• Contribute to strategic planning and service improvement projects.

Requirements

• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Proven leadership and team management skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles, best practices, and KPIs.
• Proficiency in CRM software and customer support platforms.
• Ability to analyze data and translate insights into actionable strategies.
• Experience with hybrid work models and managing remote team members is a plus.
• Must be based in or able to commute to Randburg, Gauteng for hybrid work.
• Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• Excellent organizational and time management skills.

Benefits

• Attractive leadership salary package with performance-based bonuses.
• Hybrid work arrangement promoting work-life balance.
• Comprehensive medical, dental, and vision insurance.
• Generous pension fund contributions.
• Significant opportunities for career growth and leadership development.
• A dynamic, collaborative, and supportive work environment.
• Substantial paid time off and holiday allowances.
• Employee development programs and training opportunities.
• Access to cutting-edge technology and resources.
• Company-sponsored social events and team-building activities.