Customer Service Team Lead

Placements24; Mbombela (Nelspruit); Vor Ort; ZAR 360.000 - 540.000; Vollzeit

Benefits dieser Stelle

Medical aid

On-site role

Career progression

Employee discounts

Pension fund contribution

Performance bonuses

Zusammenfassung

Placements24 is seeking a Customer Service Team Lead for our Nelspruit, Mpumalanga operations. The role focuses on steering a team to deliver exceptional guest experiences on-site, driving performance, and maintaining high service standards.

The ideal candidate will have 4+ years in customer service with 2+ years in a supervisory role, strong communication, and proficiency with customer service software and POS systems. Relocation to Nelspruit is expected for local candidates.

Qualifikationen

• 4+ years in customer service with 2+ years in supervision.
• Proven ability to lead and motivate a team.
• Excellent communication and interpersonal skills.
• Experience in hospitality or service industry preferred.
• Proficient in customer service software and POS systems.
• Ability to stay calm under pressure.
• Located in or willing to relocate to Nelspruit, Mpumalanga.
• Relevant hospitality or business management qualification advantageous.

Aufgaben

• Lead, train, and mentor a team of customer service representatives to deliver exceptional service.
• Monitor daily operations, ensuring inquiries handled efficiently.
• Handle escalated customer complaints and resolve to satisfaction.
• Implement and enforce customer service policies and procedures.
• Conduct regular team meetings and provide performance feedback.
• Analyze customer feedback and service metrics to identify improvements.
• Collaborate with other departments to ensure seamless guest experience.
• Manage team schedules and ensure adequate staffing.
• Contribute to continuous improvement of customer service processes and strategies.

Kenntnisse

Team leadership

Customer service

Communication

Problem solving

POS software

Hospitality experience

Relocation willingness

Ausbildung

Hospitality or business qualification

Tools

POS software

Jobbeschreibung

About the Role

Our client, a respected player in the hospitality industry, is seeking a dedicated Customer Service Team Lead to oversee operations in Nelspruit, Mpumalanga. This role is crucial for ensuring that every guest interaction reflects the highest standards of service excellence. You will be responsible for leading and motivating a team of customer service professionals, driving performance, and ensuring operational efficiency. This is an on-site position, requiring your presence at our client's Nelspruit location, fostering direct team engagement and hands-on management. The successful candidate will play a vital role in maintaining and enhancing the company’s reputation for outstanding customer care.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver exceptional service.
• Monitor daily operations, ensuring all customer inquiries and requests are handled efficiently and effectively.
• Handle escalated customer complaints and issues, resolving them to the satisfaction of the customer and company standards.
• Implement and enforce customer service policies and procedures.
• Conduct regular team meetings and provide feedback on performance.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with other departments to ensure a seamless guest experience.
• Manage team schedules and ensure adequate staffing levels.
• Contribute to the continuous improvement of customer service processes and strategies.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead, motivate, and manage a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in the hospitality or service industry is highly preferred.
• Proficiency in customer service software and point-of-sale (POS) systems.
• Ability to remain calm and professional under pressure.
• Located in or willing to relocate to Nelspruit, Mpumalanga.
• Strong organizational skills and attention to detail.
• A relevant qualification in hospitality or business management is advantageous.

Benefits

• Competitive annual salary of Rand.
• Be part of a reputable company in the thriving hospitality sector.
• On-site role fostering direct team leadership and collaboration.
• Comprehensive medical aid package.
• Opportunities for career advancement within the organization.
• Employee discounts on services and amenities.
• Regular performance bonuses.
• Pension fund contribution.