Customer Service Team Lead

Placements24; Durban; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Bonuses

Professional development

On-site office in Durban

Job summary

Placements24 in Durban, KwaZulu-Natal, seeks an experienced Customer Service Team Lead to manage and inspire a growing support team on-site. You will oversee daily operations, drive service excellence, coach staff, and ensure performance against KPIs.

The role emphasizes coaching, continuous improvement, and collaboration with other departments to enhance the customer journey. You will hire, onboard, and develop team members, promoting a high-performance culture and delivering outstanding

Qualifications

• At least 2 years in a supervisory or team lead role in customer service.
• Strong leadership, coaching, and motivation skills.
• Proven understanding of customer service principles and best practices.
• Excellent problem-solving and decision-making abilities.
• Proficiency with CRM software and support platforms.
• Strong communication and interpersonal abilities, with de-escalation skills.
• Ability to analyze performance data to drive improvements.
• Excellent organizational and time management skills.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to ensure high-quality service delivery.
• Monitor performance, set objectives, and provide regular feedback and coaching.
• Handle escalated inquiries and complex issues with timely resolutions.
• Develop and implement customer service policies to improve efficiency.
• Analyze feedback and service data to identify areas for improvement.
• Ensure KPIs like response times and satisfaction scores are met or exceeded.
• Collaborate with other departments to resolve issues and improve the customer journey.
• Manage team schedules and workload distribution.

Skills

Leadership

Coaching

Customer service

Problem solving

CRM proficiency

Communication

De-escalation

Data analysis

Time management

Team supervision

Tools

CRM software

Job description

About the Role

Our client, a reputable leader in the e-commerce sector, is seeking an experienced and dynamic Customer Service Team Lead to manage and inspire their support team in Durban, KwaZulu-Natal, ZA. This is a crucial on-site role where you will be responsible for overseeing daily operations, ensuring exceptional customer service delivery, and fostering a high-performance team culture. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices. You will play a key role in coaching, mentoring, and motivating team members to achieve their performance goals and contribute to overall customer satisfaction. This is a fantastic opportunity to take on a leadership position within a thriving organization and make a tangible impact on customer experience. We are looking for a proactive individual who can drive continuous improvement within the customer service department. Your leadership will be vital in maintaining our commitment to outstanding customer support.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to ensure high-quality service delivery.
• Monitor team performance, set clear objectives, and provide regular feedback and coaching.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolutions.
• Develop and implement customer service policies and procedures to improve efficiency and effectiveness.
• Analyze customer feedback and service data to identify areas for improvement and implement corrective actions.
• Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Collaborate with other departments to resolve customer issues and enhance the overall customer journey.
• Manage team schedules, workload distribution, and operational flow.
• Contribute to hiring and onboarding processes for new customer service team members.
• Foster a positive and motivating team environment that encourages collaboration and continuous learning.

Requirements

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and motivational skills.
• Strong understanding of customer service principles and best practices.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in CRM software and customer support platforms.
• Excellent communication and interpersonal skills, with the ability to de-escalate challenging situations.
• Ability to manage and analyze performance data to drive improvements.
• Strong organizational and time management skills.
• Must be able to work full-time in our Durban, KwaZulu-Natal, ZA office.
• A commitment to delivering outstanding customer experiences.

Benefits

• Competitive salary and performance-based bonuses.
• Opportunity to lead a dedicated customer service team in a growing company.
• Comprehensive benefits package including health insurance.
• Structured training and professional development programs.
• Supportive and collaborative work environment in Durban, KwaZulu-Natal, ZA.
• Opportunities for career advancement within the organization.
• Work closely with a company committed to customer satisfaction.
• Convenient office location in Durban, KwaZulu-Natal, ZA.