Customer Service Lead — Hybrid, Growth & Perks (Cape Town)

Placements24; Cape Town; Hybrid; ZAR 420.000 - 720.000; Vollzeit

Benefits dieser Stelle

Competitive salary package

Hybrid work arrangement

Employee purchase discounts

Medical aid and retirement fund

Generous annual leave

Zusammenfassung

Placements24 seeks a Customer Service Lead for a prominent retailer in Cape Town, Western Cape. You will head the customer service team, shaping service strategies and acting as a liaison between customers and the business to ensure an exceptional experience.

The role requires leadership, strong communication, and a passion for problem-solving within a retail context. A hybrid remote/on-site arrangement is offered to drive customer-centric outcomes.

Qualifikationen

• 4+ years in customer service with 1-2 years in leadership.
• Experience developing and implementing customer service strategies.
• Excellent communication, interpersonal and conflict-resolution skills.
• Strong analytical skills to interpret feedback and metrics.
• Proficiency with CRM software and service tools.
• Retail industry experience is essential.
• Ability to work in a hybrid remote/on-site model.
• Resides in or near Cape Town.

Aufgaben

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.
• Handle escalated customer complaints and issues, ensuring timely and satisfactory resolution.
• Monitor customer feedback channels (surveys, reviews, social media) and identify areas for improvement.
• Train and onboard new customer service representatives, ensuring they are equipped with the knowledge and skills to succeed.
• Collaborate with other departments (e.g., sales, marketing) to ensure a seamless customer experience.
• Analyze customer service metrics and report on team performance to management.
• Champion a customer-first culture within the retail operations in Cape Town .
• Stay up-to-date with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Kenntnisse

Leadership

Customer service strategy

Communication

Analytical skills

Conflict resolution

Retail industry experience

Tools

CRM software

Jobbeschreibung

Placements24 seeks a Customer Service Lead for a prominent retailer in Cape Town, Western Cape. You will head the customer service team, shaping service strategies and acting as a liaison between customers and the business to ensure an exceptional experience.

The role requires leadership, strong communication, and a passion for problem-solving within a retail context. A hybrid remote/on-site arrangement is offered to drive customer-centric outcomes.