Customer Service Team Leader

The Legends Agency; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading South African lifestyle and homeware brand is seeking an experienced Customer Service Team Leader in Cape Town. This role encompasses managing a team, ensuring operational excellence, and enhancing customer satisfaction through innovative service solutions. Ideal candidates will bring extensive knowledge in retail or e-commerce, strong leadership skills, and a customer-centric approach.

Benefits

Collaborative, values-driven culture

Company known for design integrity

Qualifications

• Minimum 3-5 years in customer service.
• Experience in team leadership.
• Strong understanding of omnichannel communication.

Responsibilities

• Lead and mentor customer service team.
• Monitor operations to meet SLAs and KPIs.
• Generate reports on service performance.

Skills

E - Commerce

customer service

Contact Centre Team Management

Tools

CRM systems

customer service platforms

Job description

Customer Service Team Leader Premium Lifestyle & Homeware Brand
Paarden Eiland, Cape Town (On-site)
Salary: R28,000 R38,000 CTC per month (experience-dependent)

Lead with heart. Serve with excellence. Inspire through quality.
A well-established, design-driven South African lifestyle and homeware brand is looking for an experienced Customer Service Team Leader to manage and inspire its dynamic support team in Cape Town. Known for its sculptural products and international customer base, the brand places customer satisfaction at the core of its business.
You'll play a pivotal role in driving a world-class service experience that matches the brands values: elegance, functionality, and creativity.

Key Responsibilities
Team Leadership & Performance

• Lead and mentor a customer service team (phone, email, and online platforms), promoting a culture of service excellence.
• Monitor daily operations to ensure SLAs, KPIs, and customer satisfaction goals are met.
• Conduct regular performance reviews, coaching, and training sessions.

Operational Excellence

• Oversee the processing of online orders, returns, exchanges, and customer queries across platforms.
• Drive continuous improvement through service innovation and customer feedback analysis.
• Ensure accurate use of CRM and ticketing systems and improve workflow efficiency.

Escalation & Problem Solving

• Handle complex customer escalations professionally and in line with the brands tone and service standards.
• Collaborate with logistics, e-commerce, retail, and product teams to resolve issues promptly and proactively.

Reporting & Insights

• Generate weekly and monthly reports on customer service performance, complaints, trends, and opportunities for improvement.
• Provide insights to support marketing, online sales, and product development teams.

Requirements

• Minimum 3-5 years of experience in customer service, with at least 12 years in a team leader or supervisor role.
• Experience in retail, e-commerce, or premium lifestyle/consumer goods brands.
• Strong understanding of customer service platforms, CRM systems, and omnichannel communication.
• Excellent communication skills (written and verbal), with a calm, diplomatic, and solution-driven approach.
• A hands-on, empathetic leader who leads by example and thrives in a fast-paced, customer-centric environment.

Desired Skills:

• E - Commerce
• ecommerce
• customer service
• Contact Centre Team Management

Desired Work Experience:

• 5 to 10 years Retail
• 2 to 5 years Team Leader & Supervisor

About The Employer:

- Join a brand known for its creativity, innovation, and design integrity.
- Work in a collaborative, values-driven culture where customer care is more than a departmentit's a brand pillar.
- Be part of a team that supports both local and international customers, giving you scope for learning and impact.