Customer Service Team Lead

Placements24; Pretoria; Hybrid; ZAR 420,000 - 580,000; Full time

Benefits offered by this job

Remote work flexibility

Job summary

Placements24 in Pretoria is seeking a Customer Service Team Lead to guide and manage the customer support team based in Pretoria. You will coach, drive performance, and implement process improvements to deliver exceptional customer experiences.

The role focuses on people development, resolving complex issues, coaching performance reviews, and collaborating with other departments to enhance service delivery. A strong leader who fosters a high-performing, customer-centric culture is essential.

Qualifications

• Proven experience in a supervisory or team lead role within a customer service environment.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in CRM software and helpdesk ticketing systems.
• Outstanding communication and interpersonal skills.

Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Monitor team performance metrics, analyze data, and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and issues, ensuring prompt and satisfactory resolution.
• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
• Develop and implement training programs to enhance team members' product knowledge and customer service skills.
• Collaborate with other departments to ensure seamless customer support delivery and identify areas for cross-functional improvement.

Skills

Team Leadership

Coaching & Development

CRM Software

Customer Service Excellence

Data Analysis

Stakeholder Communication

Tools

CRM Systems

Ticketing Systems

Job description

About the Role

Our client is seeking an experienced and motivated Customer Service Team Lead to guide and manage their customer support team based in Pretoria . This role requires a strong leader capable of fostering a positive and high-performing team environment, driving service excellence, and ensuring customer satisfaction targets are met. You will be responsible for coaching, performance management, and process improvement within the team, playing a crucial role in the overall customer experience strategy. This is an excellent opportunity for a leader passionate about people development and customer advocacy.

Key Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Monitor team performance metrics, analyze data, and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and issues, ensuring prompt and satisfactory resolution.
• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
• Develop and implement training programs to enhance team members' product knowledge and customer service skills.
• Collaborate with other departments to ensure seamless customer support delivery and identify areas for cross-functional improvement.

Requirements

• Proven experience in a supervisory or team lead role within a customer service environment.
• Demonstrated ability to lead, motivate, and develop a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving and conflict-resolution skills .
• Proficiency in CRM software and helpdesk ticketing systems.
• Outstanding communication and interpersonal skills.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits package.
• Opportunities for leadership development and career progression.
• A positive and supportive team culture that encourages collaboration.
• Remote work flexibility, allowing you to work from home.