Customer Service Team Lead - Centurion

Placements24; Centurion; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Salary bonus

Medical aid

Life insurance

Retirement fund

Career development

Job summary

Placements24 in Centurion, Gauteng, is seeking an experienced Customer Service Team Lead to guide and motivate a support group in a hybrid role with on-site collaboration and remote flexibility. You will coach, monitor service quality, and drive improvements across customer support processes.

The ideal candidate has 2+ years in leadership within customer service, strong communication, and CRM experience. Bachelor's degree preferred, with a focus on delivering outstanding customer experiences.

Qualifications

• Proven experience in a customer service role with 2+ years in a leadership or supervisory capacity.
• Ability to lead, motivate and develop a team.
• Excellent communication, interpersonal and conflict-resolution skills.
• Strong understanding of customer service principles, metrics and best practices.
• Experience with CRM software and helpdesk management tools.

Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
• Oversee daily operations and ensure efficient handling of inquiries and issues.
• Monitor team performance metrics with regular feedback and coaching.
• Handle escalated complaints and complex issues with timely resolutions.
• Train new team members and develop ongoing professional growth.
• Collaborate with management to improve customer experience strategies.
• Analyze service data to identify trends and training needs.
• Foster a positive, collaborative team environment.

Skills

Leadership

Coaching

Customer service

CRM

Data analysis

Communication

Conflict resolution

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Helpdesk tools

Job description

About the Role

Our client is seeking an experienced and inspiring Customer Service Team Lead to guide and motivate their support team in Centurion, Gauteng . This hybrid role requires a leader who can foster a high-performance culture, drive exceptional customer satisfaction, and manage day-to-day operations effectively. You will be responsible for coaching team members, overseeing service quality, and contributing to strategic improvements in customer support. The ideal candidate possesses strong leadership skills, a comprehensive understanding of customer service best practices, and a passion for mentoring. This is an excellent opportunity to advance your career in a dynamic environment offering a balance of remote flexibility and essential on-site collaboration.

Key Responsibilities

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
• Oversee daily operations, ensuring efficient handling of customer inquiries and issues.
• Monitor team performance metrics, providing regular feedback and coaching.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Implement and enforce company policies and procedures to maintain service quality.
• Train new team members and conduct ongoing professional development for the existing team.
• Collaborate with management to develop and implement strategies for improving customer experience.
• Analyze service data to identify trends, opportunities for improvement, and training needs.
• Foster a positive and collaborative team environment, encouraging knowledge sharing.

Requirements

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles, metrics, and best practices.
• Experience with CRM software and helpdesk management tools.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proficiency in data analysis and reporting.
• Ability to effectively balance remote work with on-site responsibilities in our Centurion office.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.

Benefits

• Our client offers a competitive salary, performance-based bonuses, and a comprehensive benefits package including medical aid, life insurance, and a generous retirement fund contribution.
• We provide significant opportunities for professional development, including leadership training and career advancement.
• The hybrid work model allows for flexibility, supporting a healthy work-life balance.
• Join our client in Centurion and lead a team dedicated to delivering outstanding customer service, contributing to the company's growth and success.