Customer Service Team Lead — Lead & Elevate Stellenbosch

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

Benefits offered by this job

Leadership premium

On-site role

Medical aid

Retirement fund

Professional development

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking a motivated Customer Service Team Lead to guide a busy service desk and drive performance. You will mentor team members, handle escalations, and implement service improvements in a vibrant on-site setting.

The ideal candidate brings proven leadership in customer service, strong coaching and communication skills, and experience with CRM systems. A focus on developing others and delivering exceptional customer experiences is essential.

Qualifications

• Proven leadership experience in a customer service environment.
• Excellent understanding of customer service principles and best practices.
• Strong coaching, mentoring, and performance management skills.
• Proficiency in CRM software and customer service management tools.

Responsibilities

• Supervise, coach, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer complaints and complex issues with diplomacy and efficiency.
• Develop and implement customer service policies and procedures to improve service quality.
• Train new team members and conduct ongoing training for existing staff.
• Collaborate with management to set service level objectives and strategies.

Skills

Leadership

Customer service excellence

Coaching & mentoring

Performance management

CRM software

Communication skills

Tools

CRM software

Job description

Placements24 in Stellenbosch, Western Cape, is seeking a motivated Customer Service Team Lead to guide a busy service desk and drive performance. You will mentor team members, handle escalations, and implement service improvements in a vibrant on-site setting.

The ideal candidate brings proven leadership in customer service, strong coaching and communication skills, and experience with CRM systems. A focus on developing others and delivering exceptional customer experiences is essential.