Customer Service Lead - Sandton

Placements24; Sandton; Hybrid; ZAR 520,000 - 860,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Leadership development programs

Performance-based bonuses

Job summary

Placements24 in Sandton, Gauteng, seeks an experienced Customer Service Lead to head the support operations. You will guide the team, ensure service standards, and drive customer satisfaction from a hybrid Sandton office with remote flexibility.

The role emphasizes leadership, communication, and process improvement to foster a customer-centric culture. The ideal candidate has proven leadership in customer service, strong problem-solving abilities, and proficient use of CRM tools.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving and decision-making abilities.
• Ability to motivate and develop a team.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Oversee daily customer service operations, ensuring efficiency and effectiveness.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle and resolve complex customer escalations and complaints.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Ensure compliance with company policies and service level agreements (SLAs).
• Analyze customer feedback and operational data to identify areas for improvement.
• Collaborate with other departments to address customer needs and improve overall service delivery.
• Manage staffing schedules and ensure adequate coverage.
• Contribute to the development of training materials and customer service protocols.

Skills

Leadership

Communication

Problem-solving

Team motivation

Customer service

Education

Bachelor's degree in Business Administration

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Lead to spearhead their customer support operations in Sandton, Gauteng. This leadership role is essential for guiding the customer service team, ensuring adherence to service standards, and driving customer satisfaction. You will be responsible for managing daily operations, training team members, and resolving escalated customer issues. This position involves a hybrid work model, requiring regular presence in our Sandton office combined with remote work flexibility. The ideal candidate is a natural leader with excellent communication and problem-solving skills, committed to fostering a customer-centric culture. This is a prime opportunity to shape the customer service function within a leading organization in Gauteng.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Oversee daily customer service operations, ensuring efficiency and effectiveness.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle and resolve complex customer escalations and complaints.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Ensure compliance with company policies and service level agreements (SLAs).
• Analyze customer feedback and operational data to identify areas for improvement.
• Collaborate with other departments to address customer needs and improve overall service delivery.
• Manage staffing schedules and ensure adequate coverage.
• Contribute to the development of training materials and customer service protocols.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving and decision-making abilities.
• Proficiency with CRM software and customer support tools.
• Ability to motivate and develop a team.
• Must be able to work a hybrid schedule, including regular in-office days at our Sandton location.
• Bachelor's degree in Business Administration or a related field is preferred.
• A strong understanding of customer service principles and best practices.
• Ability to manage multiple priorities and thrive in a fast-paced environment.
• A proactive approach to identifying and resolving issues.

Benefits

Our client offers a competitive salary, comprehensive benefits package including medical aid and retirement fund contributions, and significant opportunities for career advancement. Employees will benefit from the flexibility of a hybrid work model. Additional perks include performance-based bonuses and access to leadership development programs. Join a respected company in Sandton that values teamwork and employee growth. This role offers the chance to make a substantial impact on customer relations in Gauteng.