Customer Service Team Lead

Placements24; Upington; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary and leadershipbonus

Flexible hybrid work arrangements

Comprehensive medical and life保险

Job summary

Placements24 is seeking an experienced Customer Service Team Lead in Upington to guide a dynamic team, oversee daily operations, mentor representatives, and drive customer satisfaction while balancing office leadership with remote management.

The role requires proven leadership, strong problem-solving and communication skills, experience with CRM systems and performance management, and the ability to thrive in a hybrid work environment.

Qualifications

• Proven leadership experience in customer service.
• Strong coaching and motivation skills.
• Excellent problem-solving and communication abilities.
• Experience with CRM systems and performance management tools.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily operations, including call monitoring, issue resolution, and service level adherence.
• Develop and implement training programs to enhance team skills and product knowledge.
• Analyze customer feedback and service data to identify areas for improvement.
• Serve as a point of escalation for complex customer issues and ensure their resolution.

Skills

Leadership

Coaching

Communication

CRM Systems

Problem Solving

Tools

CRM Software

Call Monitoring Tools

Job description

About the Role

Our client is seeking an experienced and inspiring Customer Service Team Lead to guide their team in Upington . This leadership role is responsible for overseeing daily operations, mentoring customer service representatives, and ensuring the highest standards of customer satisfaction are met. You will play a key role in fostering a positive team environment, driving performance, and implementing strategies to enhance the overall customer experience. This position offers a hybrid work model, blending office leadership with remote management capabilities.

Key Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily operations, including call monitoring, issue resolution, and service level adherence.
• Develop and implement training programs to enhance team skills and product knowledge.
• Analyze customer feedback and service data to identify areas for improvement.
• Serve as a point of escalation for complex customer issues and ensure their resolution.

Requirements

• Proven experience in a Customer Service leadership or supervisory role.
• Demonstrated ability to manage and motivate a team effectively.
• Excellent problem-solving, decision-making, and communication skills.
• Experience with CRM systems and performance management tools.
• Ability to work in a hybrid environment , balancing remote and on-site responsibilities.

Benefits

• Competitive salary and leadership bonus potential.
• Flexible hybrid work arrangements .
• Comprehensive medical and life insurance.
• Opportunities for leadership development and career progression.
• A supportive and empowering team culture.