Customer Service Lead - Retail

Placements24; Mossel Bay; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based incentives

Career advancement opportunities

Staff discounts

Hybrid work model in Mossel Bay

Job summary

Placements24 is seeking a Customer Service Lead in Mossel Bay to guide a team, resolve complex inquiries, and drive customer satisfaction. The role combines in-store leadership with remote responsibilities in a hybrid setup.

The ideal candidate will have strong interpersonal skills, experience mentoring juniors, and a proven track record in CRM-driven service improvements.

Qualifications

• Proven leadership in customer service in retail.
• Strong communication and problem-solving skills.
• Ability to manage and motivate a team.
• Experience with CRM software and hybrid work.

Responsibilities

• Lead and mentor a team of customer service representatives.
• Handle escalations and ensure timely resolutions.
• Develop strategies to improve satisfaction and retention.
• Monitor feedback channels and identify trends.
• Collaborate with other departments to resolve issues.

Skills

Customer service leadership

Team mentoring

CRM software

Conflict resolution

Retail operations

Tools

CRM systems

Job description

About the Role

Our client is searching for a dedicated and customer-centric Customer Service Lead to guide their team and enhance customer interactions at the Mossel Bay retail branch. This role requires a leader who is passionate about delivering exceptional service, resolving customer issues effectively, and mentoring junior team members. You will be instrumental in shaping the customer experience, ensuring satisfaction, and driving loyalty. The ideal candidate possesses strong interpersonal skills, a proactive approach to problem-solving, and a commitment to upholding the brand's reputation for outstanding service.

Key Responsibilities

• Lead and mentor a team of customer service representatives, providing training and performance feedback.
• Handle complex customer inquiries, complaints, and escalations, ensuring timely and satisfactory resolutions.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor customer feedback channels and identify trends to inform service improvements.
• Collaborate with other departments to address customer issues holistically.
• Ensure adherence to company service standards and policies.

Requirements

• Proven experience in a customer service leadership role, with a background in retail preferred.
• Demonstrated ability to manage and motivate a customer service team.
• Exceptional communication, problem-solving, and conflict resolution skills.
• Proficiency in customer service software and CRM systems.
• Ability to work effectively in a hybrid environment, balancing in-store and remote responsibilities.

Benefits

• Competitive salary package and potential for performance-based incentives.
• Opportunities for career advancement in customer service management.
• Staff discounts and other employee perks.
• A collaborative and supportive team culture.
• Hybrid work model offering a blend of office and remote flexibility in Mossel Bay .