Customer Service Lead - WhatJobs Direct

Placements24; Cape Town; On-site; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Competitive salary

Medical aid contributions

Retirement fund

Performance-based incentives

Annual leave

Job summary

Placements24 in Cape Town is seeking a Customer Service Lead to manage a growing e-commerce support team and drive high-quality customer experiences. You will set performance standards, train staff, monitor metrics, handle escalations, and collaborate across departments to improve products and services.

The role focuses on leadership, process improvements, and stakeholder collaboration, with a strong emphasis on customer satisfaction, loyalty, and retention.

Qualifications

• 4+ years in customer service with 2+ years in a supervisory role.
• Proven leadership and motivation of a customer service team.
• Strong knowledge of customer service principles in retail/e-commerce.
• Experience with CRM and helpdesk software.

Responsibilities

• Lead, train, and mentor a team of customer service representatives, fostering a high-performance culture.
• Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
• Monitor team performance, analyze key metrics (e.g., response time, resolution rate, customer satisfaction scores), and provide regular feedback.
• Handle complex customer escalations and challenging situations, ensuring timely and satisfactory resolutions.
• Collaborate with other departments to address customer feedback and drive improvements in products and services.
• Manage staffing schedules to ensure adequate coverage during peak hours and throughout the week.
• Identify training needs within the team and develop or facilitate relevant training programs.
• Champion customer-centric initiatives across the organization.
• Ensure compliance with all company policies and procedures related to customer service.
• Contribute to the development of strategies to enhance customer retention and loyalty.

Skills

Leadership

Customer service

Communication

Problem solving

Multitasking

Interpersonal skills

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a rapidly growing e-commerce platform, is seeking a dedicated and experienced Customer Service Lead to manage their operations in Cape Town, Western Cape . This pivotal role involves overseeing a team of customer service representatives, ensuring the delivery of exceptional support to our client's valued customers. The ideal candidate will possess strong leadership qualities, a deep understanding of customer service best practices, and a passion for creating positive customer experiences. You will be responsible for setting performance standards, driving team efficiency, and contributing to strategic initiatives aimed at enhancing customer satisfaction and loyalty. This is an exciting opportunity to make a significant impact within a vibrant and innovative company based in the heart of Cape Town .

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives, fostering a high-performance culture.
• Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
• Monitor team performance, analyze key metrics (e.g., response time, resolution rate, customer satisfaction scores), and provide regular feedback.
• Handle complex customer escalations and challenging situations, ensuring timely and satisfactory resolutions.
• Collaborate with other departments to address customer feedback and drive improvements in products and services.
• Manage staffing schedules to ensure adequate coverage during peak hours and throughout the week.
• Identify training needs within the team and develop or facilitate relevant training programs.
• Champion customer-centric initiatives across the organization.
• Ensure compliance with all company policies and procedures related to customer service.
• Contribute to the development of strategies to enhance customer retention and loyalty.

Requirements

• Minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity.
• Demonstrated experience in leading and motivating a customer service team.
• Excellent understanding of customer service principles and best practices, particularly within the retail or e-commerce sector.
• Proficiency with customer relationship management (CRM) software and helpdesk systems.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Exceptional communication, interpersonal, and presentation skills.
• Ability to manage multiple priorities and delegate tasks effectively.
• A proactive approach to identifying and resolving issues.
• Residency or willingness to relocate to Cape Town, Western Cape .

Benefits

• Our client provides a competitive salary commensurate with experience and a comprehensive benefits package.
• Medical aid contributions.
• A retirement fund.
• Performance-based incentives.
• We believe in work-life balance and offer a generous annual leave allowance.
• Opportunities for professional growth and development are actively encouraged through workshops and advanced training.
• You will be part of a dynamic and supportive team environment where your contributions are valued.
• Enjoy potential discounts on company products and services.
• The position is based in a modern office facility located in Cape Town , offering a great work atmosphere.