Customer Support Lead: On-Site in Randburg, Impact

Placements24; Randburg; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Provident fund

Job summary

WhatJobs Direct is seeking a seasoned Senior Customer Support Lead to oversee a team in Randburg, Gauteng. This on-site role focuses on mentoring staff, handling escalations, and driving service excellence across the department.

The ideal candidate will have proven leadership in customer service management, strong problem-solving abilities, and extensive experience with CRM and helpdesk systems. The role emphasizes collaboration, KPI monitoring, and ongoing process improvement.

Qualifications

• Proven experience in customer support leadership.
• Ability to lead and motivate a team.
• Strong customer service principles and practices.
• Excellent problem-solving, decision-making, conflict-resolution.
• Proficiency in CRM and helpdesk systems.
• On-site work in Randburg, Gauteng; bachelor's preferred.

Responsibilities

• Lead, mentor and manage a customer service team.
• Ensure SLAs are met and exceeded.
• Handle complex escalations and provide resolutions.
• Develop and implement customer service policies and procedures.
• Train new staff and coach existing team.
• Monitor KPIs and report to management.
• Collaborate with other departments for a unified customer experience.
• Drive initiatives to improve customer satisfaction and loyalty.

Skills

Leadership

Team management

CRM software

Data analysis

Communication

Problem solving

Education

Bachelor's degree in Business Administration

Tools

CRM software

Helpdesk software

Job description

WhatJobs Direct is seeking a seasoned Senior Customer Support Lead to oversee a team in Randburg, Gauteng. This on-site role focuses on mentoring staff, handling escalations, and driving service excellence across the department.

The ideal candidate will have proven leadership in customer service management, strong problem-solving abilities, and extensive experience with CRM and helpdesk systems. The role emphasizes collaboration, KPI monitoring, and ongoing process improvement.