Customer Support Lead

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 650,000 - 850,000; Full time

Benefits offered by this job

Health insurance

Career development

Hybrid work model

Paid time off

Job summary

Placements24 in Richards Bay, KwaZulu-Natal, seeks a proactive Customer Support Lead to manage and enhance our customer service operations. You will lead a team of support professionals, implement best practices, and drive performance improvements to boost satisfaction and retention.

The ideal candidate has 5+ years in customer support with 2+ years in leadership, strong CRM knowledge, and data-driven mindset. This role offers a hybrid work model with on-site and remote collaboration.

Qualifications

• Minimum 5 years with customer support, plus 2+ years in a supervisory role.
• Proven track record in leading a customer support team.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service strategies to enhance satisfaction and loyalty.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated complaints and complex issues, ensuring prompt resolution.
• Train new team members and provide ongoing coaching and development.
• Collaborate with Sales, Operations, and Logistics to ensure a seamless customer experience.
• Identify process improvements and implement efficiency measures.
• Manage staffing schedules to meet service level agreements.
• Generate reports on team performance for senior management.

Skills

Leadership

Customer service management

CRM software

Helpdesk systems

Data analysis

Stakeholder management

Conflict resolution

Tools

MS Office Suite

ERP systems

Helpdesk software

Job description

About the Role

Our client, a rapidly expanding enterprise in the logistics and supply chain sector, is seeking a proactive and experienced Customer Support Lead to manage and enhance their customer service operations in Richards Bay, KwaZulu-Natal . This leadership role is pivotal in ensuring exceptional service delivery, leading a team of support professionals, and implementing best practices to optimize customer satisfaction and retention. The ideal candidate will possess a strong understanding of customer service principles, excellent team management skills, and a commitment to driving performance improvements. If you are a results-oriented leader passionate about customer advocacy and operational excellence, this is an excellent opportunity to make a significant impact.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service strategies to enhance overall customer satisfaction and loyalty.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer complaints and complex issues, ensuring prompt and satisfactory resolution.
• Train new team members and provide ongoing coaching and development to the existing team.
• Collaborate with other departments (e.g., Sales, Operations, Logistics) to ensure seamless customer experience.
• Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness.
• Manage staffing schedules and workload distribution to meet service level agreements.
• Stay abreast of industry trends and best practices in customer support and service management.
• Generate regular reports on team performance and customer service metrics for senior management.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a supervisory or leadership role.
• Proven track record of successfully managing and motivating a customer support team.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends, and implement data-driven improvements.
• Experience in the logistics or supply chain industry is highly advantageous.
• Demonstrated ability to handle complex customer escalations effectively.
• Proficiency in (mention relevant software, e.g., MS Office Suite, specific ERP systems).
• Ability to work effectively in a hybrid model, collaborating with both remote and on-site team members in Richards Bay, KwaZulu-Natal .

Benefits

• Our client offers a competitive salary commensurate with experience and a comprehensive benefits package including health, dental, and retirement contributions.
• We provide significant opportunities for professional development, leadership training, and career advancement.
• This role embraces a hybrid work model, offering flexibility between home and office.
• Enjoy generous paid time off, including vacation, sick leave, and public holidays.
• You will be part of a dynamic and supportive team environment dedicated to service excellence.
• This position is based in Richards Bay, KwaZulu-Natal , offering a great opportunity to lead and grow.