Customer Service Lead (Remote)

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 660,000; Full time

Job summary

Placements24 is seeking a Customer Service Lead for a fully remote role in the consumer goods sector. You will manage a remote team of service representatives across channels, drive performance against KPIs, and implement policies to improve efficiency and customer satisfaction.

The ideal candidate has at least 3 years in a supervisory role, strong communication and problem-solving skills, and experience with CRM systems.

Qualifications

• Proven experience in a customer service role, with at least 3 years in a supervisory or lead capacity.
• Demonstrated ability to lead and manage a remote team effectively.
• Exceptional communication, interpersonal, and problem-solving skills.
• In-depth knowledge of customer service best practices and CRM systems.
• Proficiency in using various communication tools and platforms for remote collaboration.
• Strong analytical skills with the ability to interpret customer data and identify trends.

Responsibilities

• Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
• Oversee daily operations, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat).
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Identify trends in customer inquiries and feedback, providing insights to relevant departments for product and service improvements.
• Conduct regular performance reviews and provide constructive feedback and ongoing training to team members.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolution.
• Contribute to the recruitment and onboarding process for new customer service team members.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Foster a positive and supportive team environment that encourages collaboration and knowledge sharing within the remote team.

Skills

Remote team leadership

Customer service

CRM systems

Communication

Education

Bachelor's degree in Business Administration, Communications, or a related field

Tools

CRM platforms

Communication tools

Job description

About the Role

Our client, a leader in the consumer goods sector, is searching for a dedicated and experienced Customer Service Lead to manage their remote customer support operations. This is a fully remote position, offering the flexibility to work from anywhere while leading a team of customer service professionals. You will be instrumental in ensuring the highest standards of customer satisfaction by overseeing daily support activities, training and mentoring the team, and implementing best practices. As a remote-first organization, we provide a collaborative virtual environment, empowering our employees with the tools and autonomy to succeed. The ideal candidate will possess exceptional leadership qualities, a deep understanding of customer service principles, and a proven ability to resolve complex issues. You will be responsible for monitoring key performance indicators (KPIs), identifying areas for improvement, and driving initiatives to enhance the overall customer experience. If you are passionate about customer advocacy, thrive in a remote setting, and are eager to make a significant impact, this opportunity is perfect for you. Join a company that values its employees and is committed to fostering a positive and supportive remote work culture.

Key Responsibilities

• Lead, coach, and motivate a remote team of customer service representatives to achieve performance goals.
• Oversee daily operations, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat).
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Identify trends in customer inquiries and feedback, providing insights to relevant departments for product and service improvements.
• Conduct regular performance reviews and provide constructive feedback and ongoing training to team members.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolution.
• Contribute to the recruitment and onboarding process for new customer service team members.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Foster a positive and supportive team environment that encourages collaboration and knowledge sharing within the remote team.

Requirements

• Proven experience in a customer service role, with at least 3 years in a supervisory or lead capacity.
• Demonstrated ability to lead and manage a remote team effectively.
• Exceptional communication, interpersonal, and problem-solving skills.
• In-depth knowledge of customer service best practices and CRM systems.
• Proficiency in using various communication tools and platforms for remote collaboration.
• Strong analytical skills with the ability to interpret customer data and identify trends.
• Ability to remain calm and professional under pressure.
• Excellent organizational and time management skills.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Must have a reliable internet connection and a dedicated home office space.

Benefits

• Our client offers a competitive salary package, benchmarked against industry standards, along with performance-based incentives.
• Enjoy the flexibility of a fully remote role, allowing you to work from anywhere, and receive a home office stipend to support your workspace setup.
• Comprehensive health, dental, and vision insurance plans are provided.
• Generous paid time off, including vacation, sick leave, and public holidays, ensures a healthy work-life balance.
• Benefit from continuous professional development opportunities, including access to training programs and resources to enhance your leadership and customer service skills.
• Our client fosters a collaborative and inclusive remote work culture, providing regular virtual team activities and opportunities for connection.
• This is an excellent opportunity to advance your career in customer service leadership within a supportive and growing organization.