Customer Support Lead

Placements24; Benoni; On-site; ZAR 360,000 - 540,000; Full time

Job summary

Placements24 in Benoni, South Africa, seeks an experienced Customer Support Lead to mentor and manage a growing team. You will drive daily operations, enforce SLAs, and champion exceptional customer service across the organization.

You will coach staff, run performance reviews, and implement strategies to boost satisfaction and loyalty while resolving escalated inquiries. Strong communication and CRM proficiency are essential.

Qualifications

• Proven experience in a customer support leadership or supervisory role.
• Demonstrated ability to lead and motivate a team.
• Strong understanding of customer service best practices and metrics.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in customer support software and CRM systems.
• Exceptional communication and interpersonal abilities.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Handle complex and escalated customer inquiries and complaints.
• Conduct performance reviews and provide regular feedback to team members.
• Analyze support metrics and report on team performance to management.

Skills

Team leadership

Customer service metrics

Conflict resolution

CRM proficiency

Problem solving

Communication skills

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Support Lead to manage and mentor their customer service team in Benoni . This role is pivotal in driving high standards of customer satisfaction, overseeing daily operations, and ensuring the team meets its performance targets. You will be responsible for coaching, training, and motivating support staff, while also handling escalated customer issues. We are looking for a proven leader with excellent communication skills and a passion for delivering outstanding customer experiences within a team setting.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives.


• Oversee daily support operations, ensuring efficient workflow and adherence to SLAs.


• Develop and implement strategies to improve customer satisfaction and loyalty.


• Handle complex and escalated customer inquiries and complaints.


• Conduct performance reviews and provide regular feedback to team members.


• Analyze support metrics and report on team performance to management.

Requirements

• Proven experience in a customer support leadership or supervisory role.


• Demonstrated ability to lead and motivate a team.


• Strong understanding of customer service best practices and metrics.


• Excellent problem-solving and conflict-resolution skills.


• Proficiency in customer support software and CRM systems.


• Exceptional communication and interpersonal abilities.

Benefits

• Competitive salary and leadership bonus structure.


• Comprehensive health and retirement benefits.


• Opportunities for career growth and management development.


• A positive and collaborative team culture.


• Company-provided training and resources.