Customer Services Team Lead - Elevate CX & People Leadership

Boardroom Appointments; Cape Town; On-site; ZAR 540,000 - 750,000; Full time

Job summary

Boardroom Appointments is seeking a Customer Services Team Lead in Cape Town to guide a team of 10–18 agents and partner with the Customer Service Manager to deliver exceptional customer experiences. You will design service strategies, monitor performance, and drive continuous improvement while ensuring compliance and effective resource scheduling.

The ideal candidate has at least 2 years in a supervisory customer service role within FMCG or retail, strong people skills, and a passion for

Qualifications

• Degree in Consumer behaviour, Communications, Business or equivalent (beneficial).
• +2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role (essential).
• Experience within FMCG, retail sector or similar (preferred).
• Demonstrable passion for people and knowledge of customer contact practices within FMCG/retail.
• Extensive and proven track record in customer service operational leadership (essential).

Responsibilities

• Design and develop the customer service strategy with other contact centre leaders to place the customer at the centre of the business.
• Oversee and embed a customer-centric culture within a small team of agents and assist escalated cases.
• Coach and develop the allocated team, manage schedules, and ensure timeous escalation where required.
• Monitor and improve operations, ensure compliance with guidelines, and optimize workflows and service delivery.
• Prepare performance reports and drive continuous improvement initiatives across channels.

Skills

People leadership

Customer service

Communication

Problem solving

Education

Degree in Consumer behaviour/Communications/Business or equivalent

Job description

Boardroom Appointments is seeking a Customer Services Team Lead in Cape Town to guide a team of 10–18 agents and partner with the Customer Service Manager to deliver exceptional customer experiences. You will design service strategies, monitor performance, and drive continuous improvement while ensuring compliance and effective resource scheduling.

The ideal candidate has at least 2 years in a supervisory customer service role within FMCG or retail, strong people skills, and a passion for