Customer Support Lead

Placements24; LegKraal Gate; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Leadership bonus

Health benefits

Career growth

Hybrid work

Team environment

Job summary

Placements24 in Mahikeng, North West, is seeking an experienced Customer Support Lead to guide the team and ensure exceptional service, KPIs, and escalation handling.

You will mentor agents, develop processes, and collaborate with other departments. The role offers hybrid work, competitive salary, and opportunities for career growth.

Qualifications

• High school diploma required; Bachelor's degree or relevant certification is a plus.
• Proven experience in a customer support role, with demonstrated leadership experience.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM systems and helpdesk software.
• Ability to train, mentor, and motivate a team.
• Strong understanding of customer service principles and best practices.

Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with other departments to address systemic customer issues.
• Maintain and improve support documentation and knowledge base articles.

Skills

Leadership

Communication

Problem-solving

CRM systems

Training

Education

High school diploma

Bachelor's degree (preferred)

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is seeking an experienced and motivated Customer Support Lead to guide their team in Mahikeng . This leadership role is responsible for overseeing daily operations, ensuring the team provides exceptional customer service, and meeting key performance indicators. You will mentor support agents, resolve escalated issues, and contribute to improving support processes and strategies. The ideal candidate is a strong communicator, a natural leader, and passionate about delivering outstanding customer experiences in the North West province.

Key Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Collaborate with other departments to address systemic customer issues.
• Maintain and improve support documentation and knowledge base articles.

Requirements

• High school diploma required; Bachelor's degree or relevant certification is a plus.
• Proven experience in a customer support role, with demonstrated leadership experience.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM systems and helpdesk software.
• Ability to train, mentor, and motivate a team.
• Strong understanding of customer service principles and best practices.

Benefits

• Competitive salary and leadership bonus structure.
• Opportunities for significant career growth and development.
• Comprehensive health and wellness benefits.
• A dynamic and supportive work environment with a focus on teamwork.
• Hybrid work arrangement offering a balance between office collaboration and personal flexibility.