Customer Support Team Lead

Placements24; Vereeniging; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Salary with performance bonuses

Medical aid

Retirement benefits

Training & development

Job summary

Placements24 is seeking a Customer Support Team Lead to manage operations in Vereeniging, Gauteng. This on-site role requires guiding a team of customer service professionals, ensuring high-quality support, and optimizing performance within the Vereeniging hub.

The ideal candidate will have proven leadership in customer service and a strong understanding of logistics operations, with the ability to train, mentor, and drive improvements in an fast-paced environment.

Qualifications

• Experience leading a customer service or contact center team.
• Understanding of logistics and supply chain operations is advantageous.
• Strong leadership, communication and interpersonal skills.
• Proven ability to train, motivate and manage a team effectively.
• Proficiency with CRM and ticketing systems and performance tools.

Responsibilities

• Lead and mentor a team of Customer Support Representatives, fostering a productive work environment.
• Set clear performance goals and monitor progress with regular feedback.
• Ensure SLAs and customer satisfaction targets are met or exceeded.
• Handle escalated issues and provide timely resolutions.
• Develop and implement training for new hires and ongoing skill development.
• Analyze support data to identify trends and areas for improvement.
• Collaborate with Operations and Sales to ensure a seamless customer experience.
• Conduct performance reviews and manage disciplinary actions when necessary.
• Maintain up-to-date knowledge of policies and offerings.
• Drive continuous improvement initiatives within the team.

Skills

People leadership

Customer service

Logistics knowledge

Communication

Training & mentoring

Data analysis

Problem solving

Time management

Education

Bachelor's degree or equivalent

Tools

CRM software

Ticketing systems

Performance management tools

Job description

About the Role

Our client, a rapidly expanding logistics and supply chain solutions provider, is seeking an experienced and dynamic Customer Support Team Lead to manage their operations in Vereeniging, Gauteng . This leadership role is essential for guiding a team of customer service professionals, ensuring the delivery of high-quality support to our clients, and optimizing team performance. You will be responsible for training, mentoring, and motivating your team, fostering a collaborative and results-oriented environment. This is a critical on-site position, offering the chance to directly influence customer satisfaction and operational efficiency within the Vereeniging, Gauteng hub. We are looking for a proactive leader with a proven track record in customer service management and a deep understanding of logistics operations.

Key Responsibilities

• Lead, manage, and mentor a team of Customer Support Representatives, fostering a positive and productive work environment.
• Set clear performance goals and objectives for the team, monitoring progress and providing regular feedback.
• Ensure the team meets and exceeds service level agreements (SLAs) and customer satisfaction targets.
• Handle escalated customer issues and complaints, providing timely and effective resolutions.
• Develop and implement training programs for new hires and ongoing skill development for existing team members.
• Analyze customer support data to identify trends, patterns, and areas for improvement.
• Collaborate with other departments, such as Operations and Sales, to ensure a seamless customer experience.
• Conduct performance reviews and manage team disciplinary actions when necessary.
• Maintain up-to-date knowledge of company policies, procedures, and product/service offerings.
• Champion best practices in customer service and drive continuous improvement initiatives within the team.

Requirements

• Proven experience in a leadership or supervisory role within a customer service or contact center environment.
• Strong understanding of logistics and supply chain operations is highly desirable.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to train, motivate, and manage a team effectively.
• Proficiency in CRM software, ticketing systems, and performance management tools.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities in a fast-paced setting.
• Experience working in Vereeniging, Gauteng or a similar industrial area is advantageous.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• A commitment to delivering exceptional customer service.

Benefits

Our client offers a competitive salary package, performance-based bonuses, and comprehensive medical aid and retirement benefits. Opportunities for career advancement within the company are significant. You will receive extensive training and development support to enhance your leadership skills. This on-site role in Vereeniging, Gauteng provides a stable and engaging work environment. Join a growing company where your leadership can make a tangible impact on operational success and customer loyalty.