Customer Service Team Lead

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

Benefits offered by this job

Salary bonus opportunities

Comprehensive medical aid and pension

Generous annual leave

Professional development and training

Job summary

Placements24 in Mossel Bay, Western Cape, is seeking an experienced Customer Service Team Lead to guide a team of service professionals, drive performance, resolve complex issues, and elevate customer satisfaction and loyalty.

You will mentor staff, monitor metrics, and collaborate with other departments to ensure a seamless customer experience, while maintaining high service standards in a coastal community.

Qualifications

• Proven leadership in customer service or supervisory role.
• Strong knowledge of customer service principles and best practices.
• Excellent communication, interpersonal and conflict-resolution skills.
• Demonstrated ability to motivate and manage a team effectively.
• Proficiency with CRM software and customer service tools.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Commitment to delivering exceptional customer service.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Monitor team performance and provide regular feedback and coaching.
• Ensure adherence to company policies and service standards.
• Handle escalated customer complaints and ensure timely resolution.
• Develop strategies to improve customer satisfaction and retention.
• Analyze customer feedback and service metrics to identify improvements.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage team schedules and workload distribution.
• Conduct regular team meetings to discuss performance and goals.
• Champion a customer-centric culture within the team.

Skills

Leadership

Customer service excellence

Communication

Interpersonal skills

Coaching & mentoring

CRM software

Analytical thinking

Pressure handling

Relocation willingness

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and inspiring Customer Service Team Lead to oversee operations in **Mossel Bay, Western Cape**. This leadership role is responsible for guiding a team of customer service professionals, ensuring the delivery of exceptional service, and driving team performance. You will play a critical part in motivating your team, resolving complex customer issues, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership qualities, excellent communication and interpersonal skills, and a proven ability to manage and develop a team. This is an excellent opportunity to contribute to a growing organization and make a significant impact on customer relations within the **Mossel Bay** area. We are looking for a leader who can foster a positive and productive team environment while maintaining high standards of service excellence.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives.


• Monitor team performance and provide regular feedback and coaching.


• Ensure that team members adhere to company policies and service standards.


• Handle escalated customer complaints and ensure timely resolution.


• Develop and implement strategies to improve customer satisfaction and retention.


• Analyze customer feedback and service metrics to identify areas for improvement.


• Collaborate with other department managers to ensure a seamless customer experience.


• Manage team schedules and workload distribution effectively.


• Conduct regular team meetings to discuss performance, challenges, and goals.


• Champion a customer-centric culture within the team.

Requirements

• Proven experience in a customer service leadership or supervisory role.


• Strong understanding of customer service principles and best practices.


• Excellent communication, interpersonal, and conflict-resolution skills.


• Demonstrated ability to motivate and manage a team effectively.


• Proficiency in CRM software and other customer service tools.


• Strong analytical and problem-solving abilities.


• Ability to work effectively under pressure and manage multiple priorities.


• A commitment to providing exceptional customer service.


• Bachelor's degree in Business Administration or a related field is preferred.


• Must be located in or willing to relocate to **Mossel Bay, Western Cape**.

Benefits

• Competitive salary and leadership bonus opportunities.


• Comprehensive medical aid and retirement fund contributions.


• Generous annual leave and paid public holidays.


• Opportunities for professional development and leadership training.


• Be a key player in a respected company operating in **Mossel Bay**.


• Direct impact on customer relations and team success.


• Relocation assistance may be available for qualified candidates.


• Access to modern office facilities.


• Work within a vibrant coastal community.


• Contribute to a company that values its employees and customers.