Customer Service Lead - Hybrid, Sandton

Placements24; Sandton; Hybrid; ZAR 520,000 - 860,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Leadership development programs

Performance-based bonuses

Job summary

Placements24 in Sandton, Gauteng, seeks an experienced Customer Service Lead to head the support operations. You will guide the team, ensure service standards, and drive customer satisfaction from a hybrid Sandton office with remote flexibility.

The role emphasizes leadership, communication, and process improvement to foster a customer-centric culture. The ideal candidate has proven leadership in customer service, strong problem-solving abilities, and proficient use of CRM tools.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving and decision-making abilities.
• Ability to motivate and develop a team.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Oversee daily customer service operations, ensuring efficiency and effectiveness.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle and resolve complex customer escalations and complaints.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Ensure compliance with company policies and service level agreements (SLAs).
• Analyze customer feedback and operational data to identify areas for improvement.
• Collaborate with other departments to address customer needs and improve overall service delivery.
• Manage staffing schedules and ensure adequate coverage.
• Contribute to the development of training materials and customer service protocols.

Skills

Leadership

Communication

Problem-solving

Team motivation

Customer service

Education

Bachelor's degree in Business Administration

Tools

CRM software

Job description

Placements24 in Sandton, Gauteng, seeks an experienced Customer Service Lead to head the support operations. You will guide the team, ensure service standards, and drive customer satisfaction from a hybrid Sandton office with remote flexibility.

The role emphasizes leadership, communication, and process improvement to foster a customer-centric culture. The ideal candidate has proven leadership in customer service, strong problem-solving abilities, and proficient use of CRM tools.