Customer Service Lead: Elevate Support & Team Growth

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

Leadership training

Employee discounts

Career development

Job summary

Placements24 in Klerksdorp is seeking an experienced Customer Service Lead to manage a multi-channel support team for a fast-growing e-commerce and retail brand. You will create and enforce service standards, coach staff, and drive improvements in customer satisfaction.

This role involves handling escalations, monitoring KPIs, collaborating with sales and operations, and building processes that deliver an outstanding customer experience across phone, email, live chat and social media.

Qualifications

• Minimum of 4 years in customer service with at least 2 years in a supervisory or leadership role.
• Proven ability to manage and motivate a customer service team.
• Excellent verbal and written communication skills with strong active listening.
• Proficiency in CRM software and helpdesk platforms.
• Experience in developing and implementing customer service strategies.
• Strong organizational skills and ability to multitask in a dynamic environment.
• Bachelor’s degree is a plus.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve high performance standards.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality support.
• Oversee all customer interactions across various channels, including phone, email, live chat, and social media.
• Handle and resolve escalated customer complaints and issues with professionalism and efficiency.
• Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Train new team members on products, services, systems, and customer service best practices.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
• Manage team schedules, workloads, and performance evaluations.
• Stay updated on industry best practices and emerging trends in customer service and support.

Skills

Team leadership

CRM proficiency

Communication skills

Problem-solving

Multitasking

Attention to detail

Education

High school diploma or equivalent

Bachelor's degree in a relevant field (nice to have)

Job description

Placements24 in Klerksdorp is seeking an experienced Customer Service Lead to manage a multi-channel support team for a fast-growing e-commerce and retail brand. You will create and enforce service standards, coach staff, and drive improvements in customer satisfaction.

This role involves handling escalations, monitoring KPIs, collaborating with sales and operations, and building processes that deliver an outstanding customer experience across phone, email, live chat and social media.