Customer Service Lead

Placements24; Randburg; Hybrid; ZAR 391,000 - 580,000; Full time

Benefits offered by this job

Leadership bonus potential

Hybrid work model

Medical benefits

Retirement benefits

Leadership training opportunities

Growth-focused team

Job summary

Placements24 in Randburg is seeking an experienced Customer Service Lead to guide a growing team and oversee daily operations in a hybrid role. You will mentor agents, resolve escalated issues, and drive service improvements to enhance customer satisfaction.

The successful candidate will leverage CRM tools, track performance metrics, and collaborate with management to maintain high standards of service while balancing office presence with remote flexibility.

Qualifications

• Proven leadership experience in a customer service environment.
• Excellent communication and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Ability to use CRM systems and track performance metrics.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback.
• Handle escalated inquiries and resolve complaints effectively.
• Develop strategies to improve service processes and efficiency.
• Collaborate with management to set and uphold service standards.

Skills

Leadership experience

Communication skills

CRM proficiency

Performance tracking

Team coaching

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Lead to guide their team in Randburg . This hybrid role involves overseeing daily customer service operations, mentoring the support team, and ensuring the highest standards of customer satisfaction are met. You will be responsible for handling escalated issues, implementing service improvements, and fostering a positive and productive team environment. This is an opportunity to make a significant impact on customer relations and team performance within the vibrant Randburg business landscape, combining office presence with remote flexibility.

Key Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle complex customer inquiries and resolve escalated complaints effectively.
• Develop and implement strategies to improve customer service processes and efficiency.
• Collaborate with management to set service standards and ensure adherence.

Requirements

• Proven leadership experience in a customer service environment.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM systems and performance tracking tools.
• Ability to manage a team in a hybrid work setting, fostering collaboration and productivity.

Benefits

• Competitive monthly salary with leadership bonus potential.
• Hybrid work model offering flexibility and work-life balance.
• Comprehensive medical and retirement benefits.
• Opportunities for leadership training and professional development.
• A dynamic team environment with a focus on growth and excellence.