Customer Service Lead - Retail

Placements24; Gqeberha; Hybrid; ZAR 268,000 - 357,000; Full time

Benefits offered by this job

Remote work flexibility

Health benefits

Leadership development

Job summary

Placements24 is seeking an experienced Customer Service Lead to guide a busy support team in Port Elizabeth. You will train staff, resolve complex issues, and drive service improvements to deliver positive customer interactions.

Ideal candidates demonstrate strong problem-solving, effective communication, and a proven ability to manage CRM systems and support tools while mentoring a team in a customer-centric environment. Remote work options may be available for qualified applicants.

Qualifications

• Proven experience in a Customer Service Lead or supervisory role.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong communication and interpersonal abilities.
• Experience with customer relationship management (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

Team leadership

Customer service

Conflict resolution

Problem solving

Communication

CRM software

Training

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking an experienced and empathetic Customer Service Lead to guide their support team in Port Elizabeth. This role is critical in ensuring that every customer interaction is positive and efficient, contributing to overall customer satisfaction and loyalty. You will be responsible for training service staff, resolving complex customer issues, and implementing strategies to improve service delivery. This is an excellent opportunity for a customer-centric professional who excels in problem-solving and thrives in a dynamic, customer-focused environment.

Key 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.

Requirements

• Proven experience in a Customer Service Lead or supervisory role.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong communication and interpersonal abilities.
• Experience with customer relationship management (CRM) software and support ticketing systems.
• Ability to train and motivate a team in a customer-focused setting.

Benefits

• Competitive salary and performance-based incentives.
• Remote work flexibility for qualified candidates.
• Comprehensive health and wellness benefits.
• Opportunities for leadership development and career progression.
• A positive and supportive team culture that prioritizes customer success.