Customer Service Team Lead

Placements24; Centurion; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Retirement fund contributions

Professional development

Generous annual leave

Wellness programs

Performance bonuses

Job summary

Placements24 is seeking a dynamic Customer Service Team Lead to manage and inspire the customer service operations in Centurion, Gauteng. This leadership role requires a proactive individual with a proven track record in customer service management, capable of motivating a team to deliver exceptional service standards.

You will oversee daily operations, coach team members, handle escalations, and drive improvements to enhance customer loyalty and brand reputation within a well-established

Qualifications

• Minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Strong understanding of customer service principles and best practices.
• Experience with customer service software and CRM systems.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to achieve performance goals.
• Monitor customer service queues and agent performance, providing real-time feedback and coaching.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolutions.
• Develop and implement improved customer service processes and strategies.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Conduct regular team meetings to communicate updates, objectives, and best practices.
• Ensure compliance with company policies and service level agreements.
• Collaborate with other departments to enhance the overall customer experience.
• Manage team schedules, attendance, and performance evaluations.

Skills

Team leadership

Customer service

Communication

Problem solving

CRM software

Tools

CRM systems

Job description

About the Role

Our client, a rapidly expanding retail chain, is looking for an experienced and dynamic Customer Service Team Lead to manage and inspire their customer service operations in Centurion, Gauteng. This leadership role requires a proactive individual with a proven track record in customer service management, who can motivate a team to deliver exceptional service standards. You will be responsible for overseeing daily operations, coaching team members, and ensuring that all customer interactions are positive and efficient. This is a fantastic opportunity for a seasoned professional to make a significant impact on customer loyalty and brand reputation within a well-established organization.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to achieve performance goals.
• Monitor customer service queues and agent performance, providing real-time feedback and coaching.
• Handle escalated customer complaints and complex issues, ensuring satisfactory resolutions.
• Develop and implement improved customer service processes and strategies.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Conduct regular team meetings to communicate updates, objectives, and best practices.
• Ensure compliance with company policies and service level agreements.
• Collaborate with other departments to enhance the overall customer experience.
• Manage team schedules, attendance, and performance evaluations.

Requirements

• Minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication, problem-solving, and conflict-resolution abilities.
• Strong understanding of customer service principles and best practices.
• Experience with customer service software and CRM systems.
• Ability to work under pressure and handle challenging customer situations.
• Strong organizational skills and attention to detail.
• Proficiency in English; fluency in other South African languages is advantageous.

Benefits

• Our client offers a competitive salary package, reflective of your experience and leadership capabilities.
• You will be eligible for a comprehensive benefits plan, including medical aid and retirement fund contributions.
• Opportunities for professional development and advancement within the company are a priority.
• Enjoy a generous annual leave entitlement and access to various employee wellness programs.
• A supportive and team-oriented work environment is guaranteed.
• This position offers a stable career path within a reputable organization, with regular performance bonuses and incentives.