Customer Service Team Lead

Placements24; East London; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Leadership bonus

Health benefits

Leadership training

Hybrid work model

Paid leave

Job summary

Placements24 in East London seeks an experienced Customer Service Team Lead to guide a busy frontline team in a hybrid work setting. You will oversee daily operations, mentor representatives, and ensure delivery of exceptional customer experiences.

The role requires strong leadership, excellent communication, and CRM proficiency, with opportunities for leadership bonuses and further development within a supportive company culture.

Qualifications

• Proven experience in a customer service role with supervisory experience.
• Strong leadership and communication abilities.
• Excellent problem-solving and decision-making skills.
• Proficiency with CRM software and customer service tools.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance, provide feedback, and conduct regular performance reviews.
• Develop and implement strategies to improve customer service quality and efficiency.
• Handle escalated customer complaints and complex issues effectively.
• Ensure adherence to company policies and procedures by the team.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Service Team Lead to guide their team in East London . In this leadership role, you will be responsible for overseeing daily operations, mentoring customer service representatives, and ensuring the delivery of exceptional customer experiences. Your expertise in customer service management and passion for team development will be key to success. Join a reputable organization that values its employees and offers a significant opportunity for professional growth and leadership in the scenic coastal city of East London .

Key Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance, provide feedback, and conduct regular performance reviews.
• Develop and implement strategies to improve customer service quality and efficiency.
• Handle escalated customer complaints and complex issues effectively.
• Ensure adherence to company policies and procedures by the team.

Requirements

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities and decision-making skills.
• Proficiency in CRM software and customer service management tools.
• Ability to train and develop team members.

Benefits

• Competitive salary with leadership bonus opportunities.
• Comprehensive health and wellness benefits package.
• Opportunities for further leadership training and development.
• A supportive team environment with a hybrid work model in East London .
• Paid vacation and sick leave benefits.