Customer Service Team Lead

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

Benefits offered by this job

Leadership premium

On-site role

Medical aid

Retirement fund

Professional development

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a motivated Customer Service Team Lead to guide a busy service desk and drive performance. You will mentor team members, handle escalations, and implement service improvements in a vibrant on-site setting.

The ideal candidate brings proven leadership in customer service, strong coaching and communication skills, and experience with CRM systems. A focus on developing others and delivering exceptional customer experiences is essential.

Qualifications

• Proven leadership experience in a customer service environment.
• Excellent understanding of customer service principles and best practices.
• Strong coaching, mentoring, and performance management skills.
• Proficiency in CRM software and customer service management tools.

Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer complaints and complex issues with diplomacy and efficiency.
• Develop and implement customer service policies and procedures to improve service quality.
• Train new team members and conduct ongoing training for existing staff.
• Collaborate with management to set service level objectives and strategies.

Skills

Leadership

Customer service excellence

Coaching & mentoring

Performance management

CRM software

Communication skills

Tools

CRM software

Job description

About the Role

Our client is seeking a motivated and experienced Customer Service Team Lead to guide their team in Stellenbosch, Western Cape . In this leadership position, you will be responsible for overseeing the daily operations of the customer service department, mentoring team members, and ensuring the delivery of exceptional service standards. Your role will be critical in driving team performance, fostering a positive work culture, and implementing strategies to enhance customer satisfaction. We are looking for a natural leader with a passion for customer advocacy and a proven ability to inspire and develop others.

Key Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer complaints and complex issues with diplomacy and efficiency.
• Develop and implement customer service policies and procedures to improve service quality.
• Train new team members and conduct ongoing training for existing staff.
• Collaborate with management to set service level objectives and strategies.

Requirements

• Proven leadership experience in a customer service environment.
• Excellent understanding of customer service principles and best practices.
• Strong coaching, mentoring, and performance management skills.
• Exceptional problem-solving and conflict resolution abilities.
• Proficiency in CRM software and customer service management tools.
• Excellent communication and interpersonal skills, with the ability to inspire a team.

Benefits

• Competitive salary with leadership premium.
• On-site role within a vibrant Stellenbosch setting.
• Comprehensive benefits package, including medical aid and retirement fund.
• Opportunities for professional development and leadership training.
• A dynamic team environment with a focus on growth and excellence.