Customer Support Lead - Telecommunications Provider

Placements24; LegKraal Gate; Vor Ort; ZAR 420.000 - 650.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Medical aid

Retirement fund

Leadership training

Team-building activities

Annual leave

Employee discounts

Zusammenfassung

Placements24 is seeking a Customer Support Lead to oversee a dedicated team in Mahikeng, North West. The role focuses on delivering high-quality service, mentoring staff, and driving performance improvements in a telecom environment.

You will resolve complex issues, implement best practices, and collaborate with cross-functional teams to lift customer satisfaction and loyalty. This is a full-time, on-site position with opportunities for leadership development and career growth.

Qualifikationen

• Minimum of 5 years in customer support with at least 2 years in a team leadership role.
• Experience in the telecommunications sector is highly preferred.
• Strong leadership, coaching, and motivational skills.
• Solid understanding of customer service KPIs and best practices.
• Excellent problem-solving and decision-making abilities.

Aufgaben

• Lead, train, and mentor a team of customer support representatives.
• Oversee daily operations of the customer support department.
• Develop strategies to improve satisfaction, response times, and resolution rates.
• Monitor performance, provide feedback, and conduct reviews.
• Handle escalated complaints and complex issues (technical or billing).
• Ensure adherence to policies, standards, and regulations.
• Collaborate with sales, technical, and billing teams to resolve cross-functional issues.
• Identify training needs and facilitate development programs.
• Analyze feedback and support data to identify trends and improvements.
• Contribute to process documentation and support workflows.

Kenntnisse

Leadership

Coaching

Customer service

Problem solving

Communication

Ausbildung

Bachelor's degree in Business Administration or related field

Tools

CRM software

Jobbeschreibung

About the Role

Our client, a prominent telecommunications provider, is seeking an experienced and motivational Customer Support Lead to guide their team in Mahikeng, North West . This leadership role is responsible for overseeing the daily operations of the customer support department, ensuring high-quality service delivery, and mentoring support staff. You will play a key role in resolving complex customer issues, implementing best practices, and driving performance improvements. The ideal candidate possesses strong leadership qualities, a deep understanding of customer service principles within the telecommunications sector, and excellent problem-solving skills. Join our client in Mahikeng and take charge of a dedicated team, making a significant impact on customer satisfaction and loyalty.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Oversee the daily operations of the customer support department, ensuring efficient handling of customer inquiries and issues.
• Develop and implement strategies to improve customer satisfaction, response times, and resolution rates.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer complaints and complex technical or billing issues.
• Ensure adherence to company policies, service standards, and regulatory requirements.
• Collaborate with other departments (e.g., sales, technical, billing) to resolve cross-functional issues.
• Identify training needs for the team and facilitate relevant development programs.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Contribute to the development and refinement of support processes and documentation.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a team leadership or supervisory role.
• Proven experience in the telecommunications industry is highly preferred.
• Excellent leadership, coaching, and motivational skills.
• Strong understanding of customer service best practices and KPIs.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in using CRM systems and customer support software.
• Excellent communication and interpersonal skills.
• Ability to manage complex customer issues and de-escalate challenging situations.
• Must be able to work full-time on-site in Mahikeng, North West .
• A degree in Business Administration, Management, or a related field is advantageous.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive medical aid and retirement fund benefits.
• Opportunities for leadership training and professional development.
• A supportive team and management structure.
• Potential for career advancement within the organization.
• Generous annual leave.
• Employee discounts on telecommunication services.
• Regular team-building activities.