Customer Support Team Lead

Placements24; Mossel Bay; Híbrido; ZAR 420 000 - 600 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Medical aid and pension fund

Paid time off

Hybrid work arrangement

Professional growth opportunities

Staff discounts on company services

Resumo da oferta

Placements24 is seeking a Customer Support Team Lead to oversee Mossel Bay-based support operations in a hybrid setup. You will mentor a team, manage daily SLAs, and drive improvements in the customer journey.

The role demands strong leadership, excellent problem-solving, and a customer-centric mindset to elevate service standards in the tourism and hospitality space. The ideal candidate has 4+ years in customer support, including 2+ years in supervision, with CRM or helpdesk experience and a

Qualificações

• 4+ years in customer support with 2+ years in supervision
• Proven ability to lead and motivate a team
• Excellent communication and interpersonal skills
• Understanding of customer service in tourism/hospitality
• Experience with CRM and helpdesk systems
• Ability to analyze data and drive improvements
• Bachelor's degree in Business Administration or Hospitality (preferred)
• Proficiency in English; Afrikaans a plus

Responsabilidades

• Lead, mentor, and manage a team of customer support representatives
• Oversee daily support operations, ensuring SLAs and quality standards
• Handle escalated customer complaints and complex issues
• Develop and implement training programs to enhance team skills
• Monitor team performance, conduct reviews, provide feedback
• Analyze support metrics to identify improvement opportunities
• Collaborate with management on customer service strategies and policies
• Document customer interactions and resolutions accurately
• Champion customer satisfaction and advocate for customer needs

Conhecimentos

Leadership

Customer service

Communication

Conflict resolution

Data analysis

Formação académica

Bachelor's degree in Business Administration or Hospitality Management

Ferramentas

CRM software

Helpdesk systems

Descrição da oferta de emprego

About the Role

Our client, a well-established player in the tourism and hospitality sector, is seeking an experienced and dynamic Customer Support Team Lead to manage their support operations in Mossel Bay, Western Cape . This leadership role is critical for ensuring the highest standards of customer service, guiding a team of support professionals, and driving operational excellence. You will be responsible for mentoring, coaching, and performance management of the support team, while also contributing to strategic initiatives aimed at enhancing the customer journey. This is an exciting opportunity to make a significant impact in a company that values its customers and employees. The role requires a blend of strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service dynamics. Working in a hybrid model, you will benefit from both in-office collaboration and remote flexibility.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and high-performing work environment.
• Oversee daily support operations, ensuring adherence to service level agreements (SLAs) and quality standards.
• Handle escalated customer complaints and complex issues, providing timely and effective resolutions.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance, conduct regular performance reviews, and provide constructive feedback.
• Analyze support metrics and trends to identify areas for process improvement and efficiency gains.
• Collaborate with management on developing customer service strategies and policies.
• Ensure accurate and timely documentation of customer interactions and resolutions.
• Champion customer satisfaction and advocate for customer needs within the organization.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or team lead capacity.
• Proven leadership skills with the ability to motivate and guide a team effectively.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices within the tourism/hospitality sector.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends, and implement process improvements.
• Bachelor's degree in Business Administration, Hospitality Management, or a related field is preferred.
• Proficiency in English is essential; knowledge of Afrikaans or other local languages is an advantage.
• Ability to work effectively in a hybrid environment.

Benefits

• Competitive salary and performance bonuses.
• Medical aid and pension fund benefits.
• Paid time off and company holidays.
• Hybrid work arrangement promoting work-life balance.
• Opportunities for professional growth and leadership development.
• A vibrant work environment in the beautiful coastal town of Mossel Bay, Western Cape .
• Staff discounts on company services.