Customer Service Team Lead — Hybrid Growth & Training

Placements24; Siyancuma Local Municipality; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Hybrid work model

Health benefits

Retirement planning

Leadership training

Career growth

Job summary

Placements24 in Upington is seeking a motivated Customer Service Team Lead to guide a frontline team in delivering outstanding support. This hybrid role combines in-office leadership with remote task management to ensure operational efficiency and cohesive teamwork.

You will coach, motivate, and manage performance, handle escalations, and drive training programs with CRM tools to monitor metrics. The ideal candidate has 3+ years in customer service, including 1 year in a supervisory role.

Qualifications

• 3+ years in customer service with at least 1 year in a supervisory or team lead capacity.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Experience with CRM systems and customer service tools.
• Ability to coach, motivate, and handle escalations.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives to meet performance goals.
• Monitor performance, provide feedback, and conduct performance reviews.
• Handle complex customer escalations and ensure timely, satisfactory resolutions.
• Develop training programs to enhance team skills and knowledge.
• Analyze customer service data to identify trends and recommend process improvements.

Skills

Leadership

Communication

Interpersonal skills

CRM proficiency

Tools

CRM software

Job description

Placements24 in Upington is seeking a motivated Customer Service Team Lead to guide a frontline team in delivering outstanding support. This hybrid role combines in-office leadership with remote task management to ensure operational efficiency and cohesive teamwork.

You will coach, motivate, and manage performance, handle escalations, and drive training programs with CRM tools to monitor metrics. The ideal candidate has 3+ years in customer service, including 1 year in a supervisory role.