Customer Service Representative - Lead

Placements24; Welkom; Hybrid; ZAR 268,000 - 402,000; Full time

Benefits offered by this job

Hybrid work

Health insurance

Paid time off

Bonuses

Professional growth

Job summary

Placements24 in Welkom seeks a motivated and experienced Customer Service Representative - Lead to guide a team of representatives, handle complex inquiries, and ensure high-quality support. You will mentor staff, monitor performance, and collaborate with management to improve processes in a hybrid work setup.

The role requires 2–3 years in customer service with at least 1 year in a lead position, plus CRM and ticketing system familiarity.

Qualifications

• Minimum of 2-3 years of experience in a Customer Service role, with at least 1 year in a lead or supervisory capacity.
• Must reside in or be willing to commute to Welkom for the hybrid work arrangement.
• Familiarity with CRM systems and ticketing software.

Responsibilities

• Provide direct, high-level customer support for inquiries and issues that cannot be resolved by junior representatives.
• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Assist in the development and delivery of training programs for new and existing staff.
• Identify trends in customer issues and collaborate with management to implement solutions.
• Ensure adherence to company policies and procedures by the customer service team.

Skills

Lead team

Coaching

Interpersonal skills

CRM familiarity

Problem solving

Decision making

Customer service

Ticketing software

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a motivated and experienced Customer Service Representative - Lead to join their team in Welkom. This role involves not only providing exceptional customer service but also guiding and supporting a team of representatives to ensure consistent delivery of high-quality support. You will be responsible for handling complex customer inquiries, resolving escalated issues, and contributing to the training and development of the support team. This is an ideal opportunity for a seasoned professional looking to take on leadership responsibilities and make a significant impact on customer satisfaction in the Free State.

Key Responsibilities

• Provide direct, high-level customer support for inquiries and issues that cannot be resolved by junior representatives.
• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Assist in the development and delivery of training programs for new and existing staff.
• Identify trends in customer issues and collaborate with management to implement solutions.
• Ensure adherence to company policies and procedures by the customer service team.

Requirements

• Minimum of 2-3 years of experience in a Customer Service role, with at least 1 year in a lead or supervisory capacity.
• Proven ability to handle difficult customer situations with professionalism and empathy.
• Strong leadership, coaching, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with customer relationship management (CRM) systems and ticketing software.
• Must reside in or be willing to commute to Welkom for the hybrid work arrangement.

Benefits

• Competitive salary with regular performance reviews and potential for bonuses.
• Hybrid work flexibility, balancing office and remote work.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional growth and leadership development.
• Paid time off and company holidays.
• Positive team environment with supportive management.