Customer Service Team Lead (Randburg)

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

About the Role

Our client, a prominent financial services institution, is seeking an experienced and motivated Customer Service Team Lead to manage and inspire their customer support team in Randburg, Gauteng. This critical on-site role involves overseeing daily operations, mentoring agents, ensuring service level agreements are met, and driving a culture of exceptional customer service. You will play a pivotal role in enhancing client satisfaction and loyalty through effective team leadership and strategic oversight. The ideal candidate possesses strong leadership capabilities, a deep understanding of customer service principles, and a proven track record in managing high-performing teams within a demanding environment.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives to achieve individual and team goals.
• Oversee daily operations of the customer service department, ensuring efficiency and quality.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs), taking corrective action as needed.
• Handle escalated customer issues and complex complaints, ensuring timely and satisfactory resolution.
• Develop and implement training programs to enhance team skills and product knowledge.
• Conduct performance reviews and provide regular feedback to team members.
• Analyze customer feedback and service data to identify areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain team morale and foster a positive, customer-centric work environment.
• Ensure adherence to company policies, procedures, and regulatory requirements.

Requirements

• Minimum of 3-5 years of experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Strong understanding of customer service best practices and metrics.
• Experience with CRM systems and customer support software.
• Ability to analyze data and generate insightful reports.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Must be able to work on-site in Randburg, Gauteng.
• Strategic thinking and problem-solving skills.
• Ability to motivate and inspire a team.

Benefits

• Competitive salary and performance-based bonus structure.
• Comprehensive benefits package, including health insurance and retirement plans.
• Significant opportunities for career advancement within a leading financial institution.
• Professional development and leadership training.
• A dynamic and supportive work environment.
• The chance to make a significant impact on customer satisfaction and loyalty.