Customer Support Team Lead - Randburg

Placements24; Randburg; Presencial; ZAR 420 000 - 640 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Health & dental coverage

Professional development

Career advancement

Generous PTO

Retirement plan

Employee recognition

Resumo da oferta

Placements24 in Randburg, Gauteng, is seeking an experienced Customer Support Team Lead to guide a dedicated team in delivering exceptional service. You will mentor staff, monitor performance, and drive process improvements to boost customer satisfaction and efficiency.

You will oversee daily operations, manage escalations, and ensure adherence to SLAs and KPIs while fostering a collaborative, growth-oriented team culture.

Qualificações

• 3–5 years in customer support or helpdesk with supervisory experience.
• Proven leadership and team management ability.
• Excellent communication and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM and ticketing systems.

Responsabilidades

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations and ensure timely resolution of inquiries.
• Monitor performance metrics and provide feedback and coaching.
• Enforce customer service policies to maintain quality and consistency.
• Handle escalated issues requiring timely resolutions.
• Identify training needs and coordinate development opportunities.
• Contribute to process improvements in support workflows.
• Analyze feedback and support data to identify trends and improvements.
• Ensure adherence to SLAs and KPIs.
• Foster a collaborative, high-morale team environment.

Conhecimentos

Leadership

Team management

Communication

Problem solving

Customer service

Analytical skills

Ferramentas

CRM software

Helpdesk software

Descrição da oferta de emprego

About the Role

Our client is seeking an experienced and motivational Customer Support Team Lead to guide their dedicated team in Randburg, Gauteng . This leadership role is integral to overseeing daily operations, ensuring the highest standards of customer service are met, and fostering a positive, productive team environment. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer support best practices. You will be responsible for mentoring team members, monitoring performance, and implementing strategies to enhance customer satisfaction and efficiency. This is a significant opportunity to shape the customer experience and drive operational excellence within a reputable organization. We are committed to providing a challenging and rewarding work setting where leadership skills are valued and career progression is encouraged. Join us and lead a team dedicated to providing exceptional support.

Key Responsibilities

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient and effective resolution of customer inquiries and issues.
• Monitor team performance metrics and provide regular feedback and coaching to individual team members.
• Implement and enforce customer service policies and procedures to ensure consistency and quality.
• Handle escalated customer issues, providing timely and effective resolutions.
• Identify training needs within the team and coordinate relevant development opportunities.
• Contribute to the development and improvement of customer support processes and workflows.
• Analyze customer feedback and support data to identify trends and recommend improvements.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Foster a collaborative and supportive team environment that promotes high morale and productivity.

Requirements

• Minimum of 3-5 years of experience in a customer support or helpdesk role, with at least 1-2 years in a supervisory or lead capacity.
• Proven leadership and team management skills, with the ability to motivate and guide staff.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze performance data and implement performance improvement strategies.
• Experience in conflict resolution and managing difficult customer situations.
• Strong organizational skills and the ability to manage multiple priorities.
• Ability to work effectively within the Randburg, Gauteng area.
• A passion for customer service excellence and team development.

Benefits

• Our client offers a competitive salary commensurate with experience, along with performance-based bonuses.
• Comprehensive health and wellness benefits, including medical and dental coverage, are provided.
• Opportunities for professional development, leadership training, and career advancement are readily available.
• A supportive and dynamic work environment fosters teamwork and innovation.
• Generous paid time off ensures a healthy work-life balance.
• Retirement savings plan options are accessible.
• Employee recognition programs celebrate outstanding performance.
• Access to modern tools and technologies to facilitate efficient team management.
• This role offers a significant opportunity for career growth within a leading service organization.