Customer Service Team Lead - Inspire & Elevate CX

Placements24; Mossel Bay; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Salary bonus opportunities

Comprehensive medical aid and pension

Generous annual leave

Professional development and training

Job summary

Placements24 in Mossel Bay, Western Cape, is seeking an experienced Customer Service Team Lead to guide a team of service professionals, drive performance, resolve complex issues, and elevate customer satisfaction and loyalty.

You will mentor staff, monitor metrics, and collaborate with other departments to ensure a seamless customer experience, while maintaining high service standards in a coastal community.

Qualifications

• Proven leadership in customer service or supervisory role.
• Strong knowledge of customer service principles and best practices.
• Excellent communication, interpersonal and conflict-resolution skills.
• Demonstrated ability to motivate and manage a team effectively.
• Proficiency with CRM software and customer service tools.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Commitment to delivering exceptional customer service.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Monitor team performance and provide regular feedback and coaching.
• Ensure adherence to company policies and service standards.
• Handle escalated customer complaints and ensure timely resolution.
• Develop strategies to improve customer satisfaction and retention.
• Analyze customer feedback and service metrics to identify improvements.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage team schedules and workload distribution.
• Conduct regular team meetings to discuss performance and goals.
• Champion a customer-centric culture within the team.

Skills

Leadership

Customer service excellence

Communication

Interpersonal skills

Coaching & mentoring

CRM software

Analytical thinking

Pressure handling

Relocation willingness

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

Placements24 in Mossel Bay, Western Cape, is seeking an experienced Customer Service Team Lead to guide a team of service professionals, drive performance, resolve complex issues, and elevate customer satisfaction and loyalty.

You will mentor staff, monitor metrics, and collaborate with other departments to ensure a seamless customer experience, while maintaining high service standards in a coastal community.