Customer Service Lead - Remote Retail Support

Placements24; Durban; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary with incentives

Hybrid work arrangement

Health insurance

Career advancement opportunities

Supportive team environment

Job summary

Placements24 is seeking a Customer Service Lead to manage its remote customer support operations for a retail business. The role oversees a team of representatives, ensures exceptional satisfaction, and implements best practices for remote support in a hybrid work setting.

You will drive service standards, resolve complex issues, and collaborate across departments to enhance the customer journey while maintaining flexibility between remote and office work.

Qualifications

• 4+ years of experience in customer service management, preferably in retail.
• Proven experience in managing remote or distributed customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, problem-solving, and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Experience working in a hybrid or remote work environment.

Responsibilities

• Lead, train, and mentor a team of remote customer service representatives, setting performance goals and conducting regular evaluations.
• Develop and refine customer service policies and procedures to enhance customer satisfaction and operational efficiency.
• Monitor customer interactions across channels (phone, email, chat) to ensure quality and adherence to company standards.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Collaborate with other departments to address product issues, service gaps, and improve the overall customer journey.

Skills

People leadership

Remote team management

Customer service

CRM proficiency

Tools

CRM software

Job description

About the Role

Our client is looking for an experienced and empathetic Customer Service Lead to manage their remote customer support operations for their retail business. This role involves overseeing a team of customer service representatives, ensuring exceptional customer satisfaction, and implementing best practices for remote support. You will play a crucial role in maintaining high service standards and resolving complex customer issues. This position offers a hybrid work model, allowing for flexibility while ensuring effective team collaboration and oversight.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives, setting performance goals and conducting regular evaluations.
• Develop and refine customer service policies and procedures to enhance customer satisfaction and operational efficiency.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and adherence to company standards.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Collaborate with other departments to address product issues, service gaps, and improve the overall customer journey.

Requirements

• Minimum of 4 years of experience in customer service management, preferably within the retail sector.
• Proven experience in managing remote or distributed customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, problem-solving, and conflict-resolution skills.
• Proficiency in customer relationship management (CRM) software and customer service platforms.
• Experience working in a hybrid or remote work environment.

Benefits

• Competitive salary with performance-based incentives.
• Hybrid work arrangement providing flexibility between remote and office work.
• Comprehensive health, dental, and vision insurance.
• Opportunities for career advancement within the customer service department.
• Supportive team environment focused on employee development and customer satisfaction.