Customer Service Team Lead - Vereeniging

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Pension fund

Career progression

Leadership development

Job summary

Placements24 in Vereeniging is seeking an experienced Customer Service Team Lead to oversee support operations. You will coach, mentor, and motivate a team of representatives, ensure adherence to SLAs, resolve escalated inquiries, and drive customer satisfaction.

This hybrid role combines in-office collaboration with remote work flexibility, requiring strong leadership, problem-solving, and collaboration across departments.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to manage, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer support software.
• Ability to analyze performance data and implement improvements.
• Strong problem-solving and decision-making skills.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Familiarity with the financial services industry is a plus.
• Must be based in or near Vereeniging to facilitate hybrid work arrangements.

Responsibilities

• Lead, train, and motivate a team of customer service representatives.
• Monitor team performance, provide constructive feedback, and conduct performance reviews.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Handle escalated customer complaints and complex inquiries, resolving them efficiently.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage team schedules, staffing, and workload distribution.
• Conduct regular team meetings to discuss performance, updates, and goals.
• Contribute to the recruitment and onboarding of new team members.

Skills

Leadership

Coaching abilities

Communication skills

Customer service excellence

Data analysis

Conflict resolution

Education

Bachelor's degree in Business Administration, Management, or related field

Tools

CRM systems

Customer support software

Job description

About the Role

Our client, a leading player in the financial services sector, is looking for an experienced and dynamic Customer Service Team Lead to oversee their support operations in Vereeniging. This leadership role is pivotal in guiding a team of customer service professionals to deliver exceptional service, resolve complex issues, and achieve key performance indicators. You will be responsible for coaching, mentoring, and motivating your team, ensuring adherence to service standards and promoting a culture of customer-centricity. This is an excellent opportunity for a motivated leader to make a significant impact within a respected organization. The successful candidate will possess strong leadership qualities, excellent problem-solving abilities, and a deep commitment to customer satisfaction. This hybrid role allows for a balance between in-office collaboration and remote work flexibility.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives.
• Monitor team performance, provide constructive feedback, and conduct performance reviews.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Handle escalated customer complaints and complex inquiries, resolving them efficiently.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage team schedules, staffing, and workload distribution.
• Conduct regular team meetings to discuss performance, updates, and goals.
• Contribute to the recruitment and onboarding of new team members.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to effectively manage, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer support software.
• Ability to analyze performance data and implement improvements.
• Strong problem-solving and decision-making skills.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Familiarity with the financial services industry is a plus.
• Must be based in or near Vereeniging to facilitate hybrid work arrangements.

Benefits

• Competitive annual salary with performance-based incentives.
• Comprehensive benefits package including medical aid and pension fund.
• Opportunities for career progression and leadership development.
• A supportive and collaborative team environment.
• Contribute to a company that values its customers and employees.