Customer Service Sales Team Leader

iSON Xperiences; Johannesburg; On-site; ZAR 480,000 - 600,000; Full time

Job summary

iSON Xperiences in Johannesburg is seeking a Customer Service Sales Team Leader to supervise a fast-paced team on-site. You will oversee daily operations, coach staff, monitor KPIs, and drive sales-aligned service excellence. The role emphasizes performance reviews and reporting for management.

The ideal candidate has strong leadership, analytics, and communication skills, with experience in contact centers. AI-enabled engagement knowledge is a plus in this fast-moving, target-driven environment.

Qualifications

• Experience leading customer service or sales teams in a contact center or similar.
• Proven ability to interpret performance data and drive improvements.
• Strong communication, coaching, and conflict-resolution skills.
• Ability to work on-site in Johannesburg and manage shifting priorities.

Responsibilities

• Supervise and develop a customer service and sales team to meet targets and SLAs.
• Oversee daily operations and align team activities with sales goals.
• Prepare management reports and provide coaching based on KPI insights.
• Handle escalated issues and collaborate with other departments to improve processes and satisfaction.

Skills

Team leadership

People management

Coaching & feedback

Analytics & reporting

Communication

Conflict resolution

KPIs & performance

Education

Business/Management/Communications degree

Tools

CRM software

Contact center platforms

Office software

Job description

Role Description The Customer Service Sales Team Leader is a full-time, on-site role based in Johannesburg. This role is responsible for supervising a customer service and sales team, overseeing daily operations, and ensuring performance targets and service level agreements are consistently met. The Team Leader monitors individual and team metrics, provides coaching and feedback, conducts regular performance reviews, and supports professional development. In addition, the role involves handling escalated customer issues, aligning team activities with sales goals, preparing reports for management, and collaborating with other departments to improve processes and customer satisfaction. The Team Leader is expected to foster a positive, inclusive work environment and uphold company policies and quality standards.

Qualifications

• Proven experience leading customer service or sales teams in a contact center or similar environment, with strong people management and team-building skills.
• Solid customer service and sales skills, including handling escalations, converting inquiries into sales, and maintaining high service quality.
• Strong analytical and reporting skills, with the ability to interpret performance data, manage KPIs, and use insights to drive continuous improvement.
• Excellent communication, coaching, and conflict-resolution skills, with the ability to give constructive feedback and motivate diverse teams.
• Comfort working with CRM tools, contact center platforms, and basic office software; openness to learning AI-enabled customer engagement technologies.
• Ability to work on-site in Johannesburg manage shifting priorities, and maintain composure in a fast-paced, target-driven environment.
• Relevant qualification in Business, Management, Communications, or a related field; equivalent experience will be considered.
• Experience in AI-driven customer engagement or technology-enabled service environments is an advantage.