Customer Service Team Lead - Pretoria

Placements24; Pretoria; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid work arrangement

Professional development opportunities

Medical aid and retirement benefits

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Coaching

Customer service

CRM proficiency

Communication

Problem-solving

Conflict resolution

Team management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client, a reputable financial services institution, is seeking an experienced and dynamic Customer Service Team Lead to oversee operations in Pretoria, Gauteng. This critical role involves guiding a team of customer service representatives to deliver outstanding service, resolve complex issues, and achieve departmental objectives. You will be responsible for coaching, mentoring, and motivating your team, fostering a positive and productive work environment. The ideal candidate will possess strong leadership qualities, exceptional problem-solving skills, and a thorough understanding of customer service best practices within the financial sector. This hybrid role allows for strategic collaboration in the Pretoria office while offering flexibility. Join a respected organization committed to professional development and employee growth in the heart of Pretoria.

Key Responsibilities

• 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.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory 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.
• Ability to work effectively in a hybrid environment, balancing in-office and remote responsibilities.
• A degree in Business Administration or a related field is preferred.
• Experience in the financial services industry is a significant advantage.
• Must be based in or able to commute to Pretoria, Gauteng.

Benefits

• Our client offers a competitive salary, performance-based incentives, and a comprehensive benefits package including medical aid, life insurance, and a retirement fund.
• Opportunities for professional development, continuous training, and career advancement are a core part of the company culture.
• Enjoy a dynamic hybrid work environment that balances collaboration and flexibility in Pretoria.
• Become part of a supportive and growth-oriented team within a leading financial institution.