Customer Support Lead - Hybrid, Mentorship & SLA Champion

Placements24; Vereeniging; Híbrido; ZAR 600 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Leadership bonus potential

Professional development and training

Hybrid work model (office + remote)

Health benefits and retirement plan

Generous paid time off

Resumo da oferta

WhatJobs Direct in Vereeniging, Gauteng, is seeking an experienced Customer Support Lead to manage and mentor a support team in a hybrid role, blending office presence with remote work. The role focuses on coaching, training, and optimizing customer service performance.

The ideal candidate will have a proven track record in customer support leadership and a deep understanding of best practices, with strong communication and problem-solving skills to maintain high customer satisfaction.

Qualificações

• Minimum of 4 years in customer support, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead, mentor, and develop a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in using helpdesk software and CRM systems.

Responsabilidades

• Lead, manage, and motivate a team of Customer Support Representatives to achieve performance goals.
• Oversee daily support operations, ensuring efficient and effective issue resolution.
• Develop and implement training programs to enhance team skills and knowledge.
• Monitor support queues and allocate resources to meet SLAs.
• Handle escalated customer issues and complex inquiries with professionalism and efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Analyze support metrics and generate reports to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of support policies and procedures.
• Foster a positive and customer-centric team culture.

Conhecimentos

Leadership

Team mentorship

Customer service principles

Problem solving

Communication

Multitasking

Ferramentas

Helpdesk software

CRM systems

Descrição da oferta de emprego

WhatJobs Direct in Vereeniging, Gauteng, is seeking an experienced Customer Support Lead to manage and mentor a support team in a hybrid role, blending office presence with remote work. The role focuses on coaching, training, and optimizing customer service performance.

The ideal candidate will have a proven track record in customer support leadership and a deep understanding of best practices, with strong communication and problem-solving skills to maintain high customer satisfaction.