Customer Service Team Lead — Hybrid Role in Pretoria

Placements24; Pretoria; Hybride; ZAR 360 000 - 480 000; Plein temps

Avantages offerts par ce poste

Competitive salary package

Hybrid work arrangement

Professional development opportunities

Medical aid and retirement benefits

Résumé du poste

Placements24 in Pretoria is seeking an experienced Customer Service Team Lead to oversee operations and guide a team of customer service representatives. The role focuses on delivering outstanding service, resolving complex issues, and achieving departmental objectives.

You will coach, mentor and motivate your team, fostering a positive work environment while collaborating with other departments to ensure a seamless customer experience.

Qualifications

• Minimum 4 years in customer service with 2+ years in a team leadership role.
• Proven leadership and coaching abilities.
• Strong understanding of customer service principles and metrics.
• Excellent problem-solving, decision-making and conflict-resolution skills.
• Proficiency in CRM systems and customer service software.
• Excellent communication and interpersonal skills.

Responsabilités

• Lead, coach, and mentor a team of customer service representatives to achieve performance targets.
• Monitor team performance, identify training needs, and implement development plans.
• Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Manage team schedules, workload distribution, and ensure adequate staffing levels.
• Conduct regular team meetings to communicate objectives, updates, and performance feedback.
• Analyze customer service data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Ensure compliance with company policies and regulatory requirements.
• Foster a positive and collaborative team culture within the Pretoria office.

Connaissances

Leadership

Coaching

Customer service

CRM proficiency

Communication

Problem-solving

Conflict resolution

Team management

Formation

Bachelor's degree in Business Administration or related field

Outils

CRM software

Description du poste

Placements24 in Pretoria is seeking an experienced Customer Service Team Lead to oversee operations and guide a team of customer service representatives. The role focuses on delivering outstanding service, resolving complex issues, and achieving departmental objectives.

You will coach, mentor and motivate your team, fostering a positive work environment while collaborating with other departments to ensure a seamless customer experience.