Customer Support Lead — On‑Site, Growth & Medical Benefits

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

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.