Customer Service Lead

Placements24; South Africa; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Leadership bonus potential

Health and wellness benefits

Career growth opportunities

Paarl office support

Paid time off and retirement planning

Job summary

Placements24 is seeking an experienced Customer Service Lead to guide our Paarl team, oversee daily operations, and uphold service excellence across all customer touchpoints.

You will train, mentor, and motivate representatives to meet performance targets, implement service policies, and drive a high-performing, collaborative culture in a dynamic office setting.

Ideally you bring proven leadership, coaching, and CRM know-how to continuously improve customer satisfaction and team engagement.

Qualifications

• Proven experience in a Customer Service Lead or Supervisory role.
• Strong leadership, coaching, and team management skills.
• Excellent problem-solving and decision-making abilities.
• In-depth knowledge of customer service best practices and CRM systems.
• Outstanding communication and interpersonal skills.

Responsibilities

• Supervise and mentor a team of customer service representatives, providing guidance and support.
• Monitor team performance, setting clear objectives and conducting regular performance reviews.
• Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to optimize efficiency.
• Train new team members on product knowledge, service standards, and company protocols.

Skills

Leadership

Coaching

Team management

Customer service

Communication

Tools

CRM systems

Job description

About the Role

Our client is seeking an experienced and motivated Customer Service Lead to guide their team in Paarl . This leadership role is critical for overseeing daily operations, ensuring the delivery of exceptional customer support, and fostering a positive and productive team environment. You will be responsible for training, mentoring, and motivating the customer service representatives to achieve performance targets and uphold the company's commitment to service excellence. This is an excellent opportunity for a seasoned professional to make a significant impact in a dynamic setting. Join us in Paarl and help shape the future of our client's customer experience.

Key Responsibilities

• Supervise and mentor a team of customer service representatives, providing guidance and support.
• Monitor team performance, setting clear objectives and conducting regular performance reviews.
• Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to optimize efficiency.
• Train new team members on product knowledge, service standards, and company protocols.

Requirements

• Proven experience in a Customer Service Lead or Supervisory role.
• Strong leadership, coaching, and team management skills.
• Excellent problem-solving and decision-making abilities.
• In-depth knowledge of customer service best practices and CRM systems.
• Outstanding communication and interpersonal skills.

Benefits

• Competitive salary with leadership bonus potential.
• Comprehensive health and wellness benefits.
• Opportunities for career growth and professional development.
• A supportive leadership structure within the Paarl office.
• Paid time off and retirement planning assistance.