Customer Support Lead

Placements24; Mossel Bay; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Medical aid

Career development

Employee discounts

Paid annual leave

Job summary

Placements24 is seeking a Customer Support Lead in Mossel Bay, Western Cape, to guide a team of customer service representatives and drive service excellence. The role focuses on resolving complex issues, training staff, and implementing best practices to elevate customer experiences.

You will oversee daily operations, monitor performance metrics, and collaborate with other departments to ensure high-quality service and a customer-centric approach.

Qualifications

• Proven experience leading a customer service team and delivering service excellence.
• Strong coaching, mentoring and performance review skills.
• Excellent communication and problem-solving abilities in fast-paced environments.

Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily operations of the customer support department.
• Ensure consistent delivery of high-quality customer service.
• Handle escalated inquiries and complex problem resolution.
• Develop and implement customer service policies and procedures.
• Monitor performance metrics and identify areas for improvement.
• Collaborate with other departments to resolve issues effectively.
• Conduct regular performance reviews and provide feedback to the team.
• Maintain deep knowledge of products and services to assist the team.
• Promote a customer-centric culture across the organization.

Skills

Customer service leadership

Team management

Communication

Problem solving

Customer service software

Job description

About the Role

Our client, a dynamic retail enterprise, is seeking an experienced Customer Support Lead to manage and elevate their customer service operations in Mossel Bay, Western Cape . This leadership role is essential for guiding a team of customer service representatives, ensuring high standards of service delivery, and fostering a positive customer experience. You will play a key part in resolving complex customer issues, training staff, and implementing best practices. This is an exciting opportunity for a motivated individual to take on a leadership position within a reputable company known for its commitment to quality and customer satisfaction. Join us and contribute to a thriving business environment.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily operations of the customer support department.
• Ensure consistent delivery of high-quality customer service.
• Handle escalated customer inquiries and complex problem resolution.
• Develop and implement customer service policies and procedures.
• Monitor customer service performance metrics and identify areas for improvement.
• Collaborate with other departments to resolve customer issues effectively.
• Conduct performance reviews and provide regular feedback to team members.
• Maintain a thorough understanding of products and services to assist the team.
• Promote a customer-centric culture within the team and the organization.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and team management skills.
• Exceptional communication and problem-solving abilities.
• Experience with customer service software and ticketing systems.
• Ability to remain calm and professional under pressure.
• Proficiency in English, both written and spoken.
• A passion for customer satisfaction and team development.
• Must be able to work on-site in Mossel Bay, Western Cape .

Benefits

• Competitive salary commensurate with experience.
• Comprehensive benefits package including medical aid.
• Opportunities for career advancement and professional development.
• A supportive and collaborative work environment.
• Employee discounts on company products.
• Paid annual leave.