Customer Support Agent - Team Lead

Placements24; Soweto; On-site; ZAR 312,000 - 446,000; Full time

Benefits offered by this job

On-site in Soweto

Health insurance

Career development

Paid time off

Job summary

Placements24 is seeking an experienced Customer Support Agent - Team Lead to oversee a Soweto-based on-site team. You will guide agents, handle escalations, and ensure high customer satisfaction within the Gauteng province.

The role requires strong leadership, excellent communication, and CRM proficiency, with a focus on coaching, performance reviews, and process improvements to meet SLAs.

Qualifications

• Minimum 2 years in a Customer Support role; 1 year in leadership or supervisory capacity.
• Excellent communication, interpersonal and problem-solving skills.
• Demonstrated ability to lead and motivate a team.
• Proficiency in using CRM software and ticketing systems.

Responsibilities

• Supervise and mentor a team of customer support agents with daily guidance.
• Handle complex and escalated customer inquiries and issues.
• Monitor team performance and conduct regular reviews.
• Assist in training and onboarding of new staff.
• Identify trends in customer issues and collaborate to improve processes.
• Ensure adherence to company policies and SLAs.

Skills

Leadership

Customer service

Communication

CRM software

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a dedicated and experienced Customer Support Agent - Team Lead to join their team in Soweto . This position requires a strong leader with a passion for customer service, responsible for guiding a team of support agents to deliver exceptional customer experiences. You will handle escalated customer issues, provide coaching and training, and ensure the team meets performance targets. This role is vital for maintaining high standards of customer satisfaction within the organization in the Gauteng province.

Key Responsibilities

• Supervise and mentor a team of customer support agents, providing daily guidance and support.
• Handle complex and escalated customer inquiries and issues efficiently and effectively.
• Monitor team performance, providing feedback and conducting regular performance reviews.
• Assist in the training and onboarding of new customer support staff.
• Identify trends in customer issues and collaborate with management to improve processes.
• Ensure adherence to company policies and service level agreements (SLAs).

Requirements

• Minimum of 2 years of experience in a Customer Support role, with at least 1 year in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead and motivate a team.
• Proficiency in using CRM software and ticketing systems.
• Ability to manage challenging customer situations with professionalism.
• Must be able to work on-site in Soweto .

Benefits

• Competitive salary and performance-based bonuses.
• On-site work in a dynamic Soweto location.
• Comprehensive health insurance benefits.
• Opportunities for career advancement and leadership training.
• Paid time off and company holidays.
• A supportive team environment focused on growth and collaboration.