Customer Service Lead - Retail Operations

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

Leadership training

Employee discounts

Career development

Job summary

Placements24 in Klerksdorp is seeking an experienced Customer Service Lead to manage a multi-channel support team for a fast-growing e-commerce and retail brand. You will create and enforce service standards, coach staff, and drive improvements in customer satisfaction.

This role involves handling escalations, monitoring KPIs, collaborating with sales and operations, and building processes that deliver an outstanding customer experience across phone, email, live chat and social media.

Qualifications

• Minimum of 4 years in customer service with at least 2 years in a supervisory or leadership role.
• Proven ability to manage and motivate a customer service team.
• Excellent verbal and written communication skills with strong active listening.
• Proficiency in CRM software and helpdesk platforms.
• Experience in developing and implementing customer service strategies.
• Strong organizational skills and ability to multitask in a dynamic environment.
• Bachelor’s degree is a plus.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve high performance standards.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality support.
• Oversee all customer interactions across various channels, including phone, email, live chat, and social media.
• Handle and resolve escalated customer complaints and issues with professionalism and efficiency.
• Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Train new team members on products, services, systems, and customer service best practices.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
• Manage team schedules, workloads, and performance evaluations.
• Stay updated on industry best practices and emerging trends in customer service and support.

Skills

Team leadership

CRM proficiency

Communication skills

Problem-solving

Multitasking

Attention to detail

Education

High school diploma or equivalent

Bachelor's degree in a relevant field (nice to have)

Job description

About the Role

Our client, a fast-growing e-commerce and retail brand, is seeking an experienced and empathetic Customer Service Lead to manage and elevate their customer support operations in Klerksdorp . This critical role involves overseeing a team of customer service representatives, ensuring the delivery of exceptional support across multiple channels, and developing strategies to enhance customer satisfaction and loyalty. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for problem‑solving. You will be responsible for setting service standards, training team members, and resolving complex customer issues, acting as a key point of contact for escalated queries. We are looking for a leader who can inspire their team and champion a customer‑centric approach.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve high performance standards.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality support.
• Oversee all customer interactions across various channels, including phone, email, live chat, and social media.
• Handle and resolve escalated customer complaints and issues with professionalism and efficiency.
• Monitor customer service metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Train new team members on products, services, systems, and customer service best practices.
• Gather customer feedback and insights to inform product development and service improvements.
• Collaborate with other departments, such as sales and operations, to ensure a seamless customer experience.
• Manage team schedules, workloads, and performance evaluations.
• Stay updated on industry best practices and emerging trends in customer service and support.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to manage and motivate a customer service team.
• Excellent verbal and written communication skills, with strong active listening abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk platforms.
• Demonstrated problem-solving skills and the ability to think critically under pressure.
• Experience in developing and implementing customer service strategies.
• Strong organizational skills and the ability to multitask effectively.
• High school diploma or equivalent; a bachelor's degree in a relevant field is a plus.
• A passion for delivering outstanding customer experiences.
• Ability to adapt to changing priorities and work in a dynamic environment.

Benefits

• Our client offers a competitive salary for this Customer Service Lead role in Klerksdorp , commensurate with experience and demonstrated leadership capabilities.
• Performance bonuses may be available based on team and customer satisfaction metrics.
• Comprehensive health and wellness benefits are provided, contributing to employee well-being.
• Opportunities for professional development, including leadership training and skill enhancement programs, are readily available.
• Employees also enjoy generous discounts on the company's popular products.
• Join a forward-thinking company that values its employees and provides a supportive environment where you can build a successful career in customer service leadership.