Customer Service Team Lead

Placements24; Vereeniging; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Performance-based bonuses

Hybrid work arrangement

Career growth

Health benefits

Retirement planning

Job summary

Placements24 in Vereeniging seeks an experienced Customer Service Team Lead to guide and mentor a team delivering high-quality support. You will oversee daily operations, set performance targets, and drive service excellence while balancing on-site and remote management in a hybrid environment.

The role emphasizes coaching, training, and developing staff, optimizing processes, and collaborating with management to implement customer service strategies.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Strong leadership, coaching and team management skills.
• Excellent communication and problem-solving abilities.
• Experience with CRM systems and customer support software.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives, setting clear performance expectations.
• Monitor team performance, analyze key metrics, and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs to enhance team skills and product knowledge.
• Ensure adherence to company policies and procedures, and maintain high standards of service quality.
• Collaborate with management to develop and implement customer service strategies and initiatives.

Skills

Leadership

Coaching

Team management

Communication

Problem-solving

CRM systems

Tools

CRM software

Support software

Job description

About the Role

Our client is looking for an experienced and dynamic Customer Service Team Lead to guide their team in Vereeniging . This leadership role is responsible for overseeing the daily operations of the customer service department, ensuring the team provides exceptional support and meets performance targets. You will motivate, coach, and develop customer service representatives, fostering a positive and high-achieving work environment. This is an opportunity to make a significant impact by driving service excellence and contributing to the overall success of the customer support function.

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives, setting clear performance expectations.
• Monitor team performance, analyze key metrics, and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs to enhance team skills and product knowledge.
• Ensure adherence to company policies and procedures, and maintain high standards of service quality.
• Collaborate with management to develop and implement customer service strategies and initiatives.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, problem-solving, and conflict resolution abilities.
• Proficiency in CRM systems and customer support software.
• Ability to work effectively in a hybrid environment, balancing on-site and remote team management.

Benefits

• Competitive salary with performance-based bonuses and incentives.
• Hybrid work arrangement offering flexibility and work-life balance.
• Opportunities for career growth and leadership development.
• Comprehensive health benefits and retirement planning options.
• A supportive team culture that values collaboration and continuous improvement.