Customer Support Team Lead

Placements24; Polokwane; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary package

Health benefits

Leadership development

Polokwane, Limpopo location

Bonuses

Paid time off

Retirement savings plan

Training and development

Job summary

Placements24 is seeking a dynamic Customer Support Team Lead in Polokwane, Limpopo to guide and inspire a growing customer service team. This leadership role focuses on driving service excellence and developing staff to meet performance goals.

You will drive service excellence, coach staff, monitor metrics, and collaborate with management to refine policies and processes. Based in Polokwane, the role offers leadership growth and a chance to impact customer satisfaction.

Qualifications

• Minimum 4 years in customer support with at least 2 in a supervisory/leadership role.
• Proven ability to lead, motivate and manage a customer service team.
• Excellent communication, interpersonal and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems.
• Ability to work effectively in a team-oriented environment in Polokwane, Limpopo.
• Proficiency in performance management and coaching techniques.
• High school diploma; Bachelor's degree or certification is a plus.
• Demonstrated ability to handle complex customer escalations professionally.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient handling of customer inquiries and issues.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex problem-solving situations.
• Collaborate with management to develop and refine customer service strategies and policies.
• Ensure adherence to quality standards and service level agreements.
• Identify opportunities for process improvements and implement best practices.
• Foster a positive and motivating team culture that prioritizes customer satisfaction.

Skills

Leadership

Customer service management

Communication

Coaching

Training

Problem solving

Motivation

Performance management

Education

High school diploma

Bachelor's degree encouraged

Tools

Helpdesk software

CRM systems

Job description

About the Role

Our client is seeking a dynamic and experienced Customer Support Team Lead to manage and inspire their customer service team in **Polokwane, Limpopo**. This leadership role is crucial for driving exceptional service delivery, optimizing team performance, and ensuring customer satisfaction. The ideal candidate will possess strong leadership skills, a deep understanding of customer service operations, and a passion for coaching and developing team members. Based in **Polokwane**, this position offers a significant opportunity to shape the customer support function and contribute to the company's growth. We are committed to creating a positive and high-performing work environment where talent is nurtured and success is celebrated, making this a rewarding career move for an ambitious leader.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives to achieve performance goals.


• Oversee daily operations, ensuring efficient handling of customer inquiries and issues.


• Develop and implement training programs to enhance team skills and product knowledge.


• Monitor team performance metrics and provide regular feedback and coaching.


• Handle escalated customer issues and complex problem-solving situations.


• Collaborate with management to develop and refine customer service strategies and policies.


• Ensure adherence to quality standards and service level agreements.


• Identify opportunities for process improvements and implement best practices.


• Foster a positive and motivating team culture that prioritizes customer satisfaction.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or leadership role.


• Proven ability to lead, motivate, and manage a customer service team.


• Excellent communication, interpersonal, and problem-solving skills.


• Strong understanding of customer service principles and best practices.


• Experience with helpdesk software and CRM systems.


• Ability to work effectively in a team-oriented environment in **Polokwane, Limpopo**.


• Proficiency in performance management and coaching techniques.


• High school diploma required; a Bachelor's degree or relevant certification is a plus.


• Demonstrated ability to handle complex customer escalations with professionalism.

Benefits

• Competitive salary package.


• Comprehensive health, dental, and vision benefits.


• Opportunities for leadership development and career advancement.


• A supportive and collaborative team environment in **Polokwane, Limpopo**.


• Performance-based bonuses and recognition programs.


• Paid time off and company holidays.


• Retirement savings plan options.


• Access to ongoing training and professional development resources.