Customer Support Lead - Upington

Placements24; Upington; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Medical aid

Life cover

Retirement fund contributions

Professional development programs

Job summary

Placements24 in Upington, Northern Cape is seeking a Customer Support Lead to manage a team and elevate service standards. This hybrid role blends in-office leadership with remote coordination, focusing on training, performance, and customer satisfaction within logistics operations.

The ideal candidate has proven leadership experience, strong communication, and a solid background in CRM and metrics-driven improvement. Join a growing logistics company and drive service excellence.

Qualifications

• Proven experience in a customer support leadership role.
• Strong knowledge of logistics operations.
• Excellent leadership and people management skills.
• Strong communication and problem-solving abilities.
• Proficiency with CRM and helpdesk tools.
• Bachelor's degree in Business Administration, Logistics, or related field preferred.
• Ability to work in a hybrid in-office/remote setting and be located in Upington.

Responsibilities

• Lead and manage a team of Customer Support Representatives.
• Develop strategies to enhance service quality and efficiency.
• Monitor performance metrics and provide regular reports to management.
• Ensure adherence to SLAs and company policies.
• Handle escalated customer issues and complex complaints.
• Oversee onboarding and training of new staff.
• Collaborate with Operations and Sales for a seamless customer experience.
• Identify process improvements and implement solutions.
• Conduct regular performance reviews and provide feedback.
• Maintain knowledge of logistics services and industry trends.

Skills

Customer support leadership

Logistics operations knowledge

Leadership & team management

Communication & interpersonal skills

CRM software proficiency

Data analysis & insights

Education

Bachelor's degree

Tools

CRM software

Helpdesk management tools

Job description

About the Role

Our client, a leading logistics company, is seeking an experienced and proactive Customer Support Lead to join their team in **Upington, Northern Cape**. This role is crucial for overseeing the customer support function, ensuring the highest standards of service delivery, and managing a team of support representatives. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a deep understanding of logistics operations. You will be responsible for training, motivating, and guiding the support team to achieve performance goals and enhance customer satisfaction. This is a key role offering significant impact and growth opportunities.

Key Responsibilities

Lead, mentor, and manage a team of Customer Support Representatives, fostering a positive and high-performance culture. Develop and implement strategies to enhance customer service quality and efficiency. Monitor team performance, analyze key metrics, and provide regular reports to management. Ensure adherence to service level agreements (SLAs) and company policies. Handle escalated customer issues and complex complaints, providing effective resolutions. Oversee the onboarding and training of new customer support staff. Collaborate with other departments (e.g., Operations, Sales) to ensure seamless customer experience. Identify areas for process improvement and implement solutions to enhance customer support operations. Conduct regular performance reviews and provide constructive feedback to team members. Maintain up-to-date knowledge of logistics services, industry trends, and company offerings.

Requirements

Proven experience in a customer support leadership or supervisory role, preferably within the logistics or supply chain industry. Strong understanding of logistics operations and common customer challenges. Excellent leadership, coaching, and team management skills. Exceptional communication, interpersonal, and problem-solving abilities. Proficiency in CRM software and helpdesk management tools. Ability to analyze data, identify trends, and develop actionable insights. Bachelor's degree in Business Administration, Logistics, or a related field is preferred. Ability to work effectively in a hybrid environment, managing team activities both in-office and remotely. A commitment to continuous improvement and customer satisfaction. Located in or willing to commute to **Upington, Northern Cape** for designated office days.

Benefits

Our client offers a competitive salary, performance-based incentives, and a comprehensive benefits package including medical aid, life cover, and retirement fund contributions. This hybrid role offers a blend of in-office collaboration and remote flexibility. Employees benefit from extensive professional development programs and clear career advancement pathways. Join a leading company in the logistics sector and contribute to its continued success.