Customer Support Lead | Hybrid, Pretoria

Placements24; Pretoria; Híbrido; ZAR 420 000 - 660 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance-based incentives

Health insurance

Career advancement

Team-building events

Continuous training

Resumo da oferta

WhatJobs Direct in Pretoria, Gauteng, seeks a Customer Support Lead to oversee operations and guide a team of service professionals. The role emphasizes delivering exceptional customer experiences and driving continuous improvement.

You will set performance goals, coach staff, analyze metrics, collaborate with other departments, and contribute to service delivery standards. A hybrid work arrangement in Pretoria is available.

Qualificações

• 4+ years in customer service
• 2+ years in a team lead/supervisory role
• Strong leadership, coaching and performance management skills
• Excellent communication and problem-solving abilities
• Experience with CRM software and helpdesk systems
• Hybrid schedule in Pretoria, Gauteng

Responsabilidades

• Lead, manage, and motivate a team of customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and identify areas for improvement.
• Develop and implement best practices for customer service operations.
• Handle complex customer escalations and ensure timely resolution.
• Collaborate with other departments to streamline processes and improve customer satisfaction.
• Conduct training sessions for new hires and ongoing professional development.
• Ensure adherence to company policies and SLAs.
• Contribute to strategic planning and execution of customer service initiatives.

Conhecimentos

Leadership

Coaching

Communication

Problem solving

Customer service strategy

Multitasking

Ferramentas

CRM software

Helpdesk systems

Descrição da oferta de emprego

WhatJobs Direct in Pretoria, Gauteng, seeks a Customer Support Lead to oversee operations and guide a team of service professionals. The role emphasizes delivering exceptional customer experiences and driving continuous improvement.

You will set performance goals, coach staff, analyze metrics, collaborate with other departments, and contribute to service delivery standards. A hybrid work arrangement in Pretoria is available.