Customer Service Lead – Cape Town (Growth & Impact)

Placements24; Cape Town; Sur place; ZAR 480 000 - 720 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Medical aid contributions

Retirement fund

Performance-based incentives

Annual leave

Résumé du poste

Placements24 in Cape Town is seeking a Customer Service Lead to manage a growing e-commerce support team and drive high-quality customer experiences. You will set performance standards, train staff, monitor metrics, handle escalations, and collaborate across departments to improve products and services.

The role focuses on leadership, process improvements, and stakeholder collaboration, with a strong emphasis on customer satisfaction, loyalty, and retention.

Qualifications

• 4+ years in customer service with 2+ years in a supervisory role.
• Proven leadership and motivation of a customer service team.
• Strong knowledge of customer service principles in retail/e-commerce.
• Experience with CRM and helpdesk software.

Responsabilités

• Lead, train, and mentor a team of customer service representatives, fostering a high-performance culture.
• Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
• Monitor team performance, analyze key metrics (e.g., response time, resolution rate, customer satisfaction scores), and provide regular feedback.
• Handle complex customer escalations and challenging situations, ensuring timely and satisfactory resolutions.
• Collaborate with other departments to address customer feedback and drive improvements in products and services.
• Manage staffing schedules to ensure adequate coverage during peak hours and throughout the week.
• Identify training needs within the team and develop or facilitate relevant training programs.
• Champion customer-centric initiatives across the organization.
• Ensure compliance with all company policies and procedures related to customer service.
• Contribute to the development of strategies to enhance customer retention and loyalty.

Connaissances

Leadership

Customer service

Communication

Problem solving

Multitasking

Interpersonal skills

Outils

CRM software

Helpdesk systems

Description du poste

Placements24 in Cape Town is seeking a Customer Service Lead to manage a growing e-commerce support team and drive high-quality customer experiences. You will set performance standards, train staff, monitor metrics, handle escalations, and collaborate across departments to improve products and services.

The role focuses on leadership, process improvements, and stakeholder collaboration, with a strong emphasis on customer satisfaction, loyalty, and retention.