Customer Support Team Lead

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

Benefits offered by this job

On-site work environment

Medical aid

Retirement fund benefits

Generous leave allowance

Employee discounts

Job summary

Placements24 in Durban is seeking a dynamic Customer Support Team Lead to mentor the frontline team and oversee daily operations at our Durban, KwaZulu-Natal headquarters. This on-site role calls for a proven track record in customer service management and strong leadership.

You will drive performance, coach staff, and coordinate with other departments to streamline processes, improve metrics, and deliver exceptional customer experiences for our growing e-commerce client.

Qualifications

• Minimum of 6 years in customer service, with at least 3 in supervision.
• Experience in managing and developing customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in customer service software and reporting tools.
• Ability to analyze data and drive service quality improvements.
• E-commerce experience is advantageous.
• Located in or willing to relocate to Durban, KwaZulu-Natal.
• A relevant tertiary qualification is preferred.

Responsibilities

• Lead, coach, and motivate a team of support representatives to meet goals.
• Monitor performance, analyze metrics, and drive continuous improvement.
• Handle escalated issues and ensure swift, satisfactory resolutions.
• Develop and implement training programs for staff.
• Oversee scheduling and resource allocation for the team.
• Collaborate with other departments to streamline processes.
• Conduct regular performance reviews and provide feedback.
• Ensure adherence to policies, procedures and SLAs.
• Contribute to strategic planning of the support function.

Skills

Leadership

Customer service management

Communication

Team development

Data analysis

Reporting tools

E-commerce experience

Education

Relevant tertiary qualification

Tools

CRM software

Reporting tools

Job description

About the Role

Our client, a rapidly expanding e-commerce platform, is seeking a dynamic and experienced Customer Support Team Lead to manage and mentor their customer service operations in Durban, KwaZulu-Natal. This pivotal role requires a leader with a proven track record in customer service management, operational efficiency, and team development. You will be responsible for overseeing the day-to-day activities of the support team, ensuring service excellence and driving performance improvements. This is an on-site position, offering the opportunity to foster strong team cohesion and direct collaboration within our client's Durban headquarters. The successful candidate will play a key role in shaping the customer support strategy and upholding the company's reputation for outstanding service.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.


• Monitor team performance, analyze key metrics, and implement strategies for continuous improvement.


• Handle escalated customer issues and complaints, ensuring swift and satisfactory resolutions.


• Develop and implement training programs for new and existing team members.


• Oversee the scheduling and resource allocation for the customer support team.


• Collaborate with other department heads to streamline customer service processes.


• Conduct regular performance reviews and provide constructive feedback to team members.


• Ensure adherence to company policies, procedures, and service level agreements.


• Contribute to the strategic planning and development of the customer support function.

Requirements

• Minimum of 6 years of experience in customer service, with at least 3 years in a supervisory or leadership role.


• Demonstrated experience in managing and developing customer support teams.


• Strong understanding of customer service principles and best practices.


• Excellent leadership, communication, and interpersonal skills.


• Proficiency in customer service software and reporting tools.


• Ability to analyze data and make informed decisions to improve service quality.


• Experience in the e-commerce sector is a significant advantage.


• Located in or willing to relocate to Durban, KwaZulu-Natal.


• A relevant tertiary qualification is preferred.

Benefits

• Attractive annual salary of Rand.


• Opportunity to lead a dedicated and high-performing team.


• Be part of a growing and dynamic company with a strong market presence.


• Comprehensive medical aid and retirement fund benefits.


• On-site work environment fostering team collaboration.


• Generous leave allowance.


• Employee discounts on company products.


• Continuous training and development opportunities.