Customer Support Lead - Service Excellence

Placements24; Gauteng; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Career development

Team events

Training programs

Leadership development

Job summary

WhatJobs Direct in Pretoria, Gauteng seeks a Customer Support Lead to oversee a team of customer service professionals, drive service quality, and implement improvements. You will mentor staff, set performance goals, and collaborate with other departments to streamline processes.

The role requires at least 4 years in customer service with 2 years in supervisory capacity, plus strong leadership and communication skills, experience with CRM and helpdesk systems, and the ability to manage multiple

Qualifications

• 4+ years in customer service with 2+ years in a team lead or supervisory role.

Responsibilities

• 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 development.
• Ensure adherence to SLAs and company policies.
• Contribute to strategic planning and execution of customer service initiatives.

Skills

Leadership

Coaching

Performance management

Communication

Problem solving

CRM systems

Helpdesk

Tools

CRM software

Helpdesk/ticketing systems

Job description

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Lead to oversee their operations in Pretoria, Gauteng . This leadership role is responsible for guiding a team of customer service professionals, ensuring the delivery of exceptional service, and driving continuous improvement in customer satisfaction. The ideal candidate will have a proven track record in customer support management, a passion for mentoring and developing talent, and a strategic mindset focused on enhancing the overall customer experience. You will play a critical role in shaping our client's service delivery standards and fostering a customer-centric culture. This position offers a significant opportunity for professional growth within a reputable organization.

Key Responsibilities

• 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 for the team.
• Ensure adherence to company policies and service level agreements (SLAs).
• Contribute to the strategic planning and execution of customer service initiatives.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Strong leadership, coaching, and performance management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proven experience in developing and implementing customer service strategies.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in the technology or service industry is advantageous.
• Must be able to work a Hybrid schedule in Pretoria, Gauteng .

Benefits

• Attractive annual salary with performance-based incentives.
• Comprehensive health insurance coverage.
• Opportunities for career advancement and leadership development.
• A dynamic and collaborative team environment.
• Contribution to a company that prioritizes customer satisfaction.
• Access to continuous training and skill development programs.
• Company-sponsored events and team-building activities.