Customer Service Team Lead - On-site Growth & Leadership

Placements24; Randburg; On-site; ZAR 420,000 - 680,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Leadership training

Career advancement opportunities

Dynamic work environment

Job summary

Placements24 is seeking a Customer Service Team Lead to manage and inspire the on-site customer support team in Randburg, Gauteng. The role focuses on overseeing daily operations, mentoring agents, and driving a culture of exceptional service to enhance client satisfaction and loyalty.

The ideal candidate will bring strong leadership, a solid understanding of customer service principles, and a proven track record in managing high-performing teams within demanding environments.

Qualifications

• Minimum 3–5 years in customer service with 2+ in supervision.
• Proven leadership and team management abilities.
• Bachelor’s degree preferred; on-site in Randburg required.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve goals.
• Oversee daily operations of the customer service department for efficiency and quality.
• Monitor KPIs and SLAs, taking corrective action as needed.
• Handle escalated issues and complex complaints with timely resolution.
• Develop and implement training programs to enhance team skills.
• Conduct performance reviews and provide regular feedback.
• Analyze customer feedback and service data for improvements.
• Collaborate with other departments to ensure a seamless customer experience.

Skills

Leadership

Team management

Communication

Conflict resolution

CRM systems

Data analysis

Customer service metrics

Education

Bachelor's degree

Tools

CRM software

Job description

Placements24 is seeking a Customer Service Team Lead to manage and inspire the on-site customer support team in Randburg, Gauteng. The role focuses on overseeing daily operations, mentoring agents, and driving a culture of exceptional service to enhance client satisfaction and loyalty.

The ideal candidate will bring strong leadership, a solid understanding of customer service principles, and a proven track record in managing high-performing teams within demanding environments.