Customer Service Lead: Mentor Teams, Elevate Support Remote

Placements24; South Africa; Hybrid; ZAR 250,000 - 400,000; Full time

Benefits offered by this job

Competitive salary and incentives

Remote work flexibility for qualified,

Health and wellness benefits

Career development opportunities

Supportive team culture

Job summary

Placements24 seeks a Customer Service Lead to guide the support team in a retail environment, shaping the customer experience across Queenstown and Port Elizabeth. The role focuses on outstanding interactions, resolving escalations, and mentoring staff to sustain high satisfaction and loyalty.

You will implement service improvements, train new team members, and uphold CRM-driven processes to deliver consistent, quality support in a dynamic setting.

Qualifications

• Proven experience in a leadership role within customer service.
• Excellent problem-solving skills and ability to resolve complex issues.
• Strong communication and interpersonal abilities.
• Experience with CRM software and support ticketing systems.
• Ability to train and motivate a team in a customer-focused setting.

Responsibilities

• Lead and mentor a team of customer service representatives, providing training and performance feedback.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement strategies to enhance customer service quality and efficiency.
• Monitor customer feedback channels and identify areas for improvement in service processes.
• Ensure adherence to company service standards and policies across all customer interactions.

Skills

Leadership

Customer service

Communication

Problem solving

Team training

Tools

CRM software

Support ticketing systems

Job description

Placements24 seeks a Customer Service Lead to guide the support team in a retail environment, shaping the customer experience across Queenstown and Port Elizabeth. The role focuses on outstanding interactions, resolving escalations, and mentoring staff to sustain high satisfaction and loyalty.

You will implement service improvements, train new team members, and uphold CRM-driven processes to deliver consistent, quality support in a dynamic setting.