Customer Support Team Lead - Richards Bay Logistics

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Competitive salary and performance-bon

Comprehensive medical aid

Pension fund contribution

Leadership training and professional成长

Generous annual leave

Exposure to Richards Bay industry

Job summary

Placements24 is seeking a Customer Support Team Lead to oversee a team of customer service representatives in Richards Bay, KwaZulu-Natal. The role combines on-site leadership with flexible remote work, focusing on delivering exceptional service in a demanding logistics environment.

You will train, mentor, and motivate the team to achieve performance targets, resolve complex issues, and uphold SLAs, while collaborating with Operations and Sales to ensure seamless service delivery.

Qualifications

• Proven experience as a Team Leader or Supervisor in customer service, preferably within logistics.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Experience in training and coaching team members.
• Ability to manage and resolve complex customer issues.
• Familiarity with customer service software and performance metrics.
• Knowledge of the logistics and supply chain industry is advantageous.
• High school diploma; a tertiary qualification is preferred.
• Adaptable to a Hybrid work model with a strong presence in Richards Bay.
• Commitment to fostering a high-performance team and exceptional customer service.

Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Set performance goals and monitor team productivity and efficiency.
• Provide ongoing coaching, training, and development to team members.
• Handle escalated customer inquiries and complex issues that cannot be resolved by the team.
• Develop and implement customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Analyze customer feedback and service data to identify areas for improvement.
• Collaborate with other departments to ensure seamless service delivery.
• Manage team scheduling and resource allocation.
• Conduct performance reviews and provide constructive feedback to team members.
• Foster a positive and collaborative team culture focused on customer satisfaction.

Skills

Team leadership

Coaching

Communication

Problem solving

Customer service management

Training

Performance management

Leadership with people development

Education

High school diploma

Tertiary qualification preferred

Job description

About the Role

Our client, a prominent player in the logistics and supply chain industry, is seeking an experienced and proactive Customer Support Team Lead to manage their operations in **Richards Bay, KwaZulu-Natal**. This leadership role is essential for overseeing a team of customer service representatives, ensuring the highest standards of service delivery, and fostering a positive team environment. You will be responsible for training, mentoring, and motivating your team to meet performance targets and resolve complex customer issues within the demanding logistics sector. The ideal candidate has a strong background in customer service management, excellent problem-solving skills, and a passion for leading and developing people. This is a fantastic opportunity to take on a leadership role in a key coastal hub and contribute to the operational excellence of a growing company. This **Hybrid** role combines essential on-site management in **Richards Bay** with flexible remote work options, offering a balanced approach to leadership. Join us and steer your team towards success in the dynamic **KwaZulu-Natal** market.

Key Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Set performance goals and monitor team productivity and efficiency.
• Provide ongoing coaching, training, and development to team members.
• Handle escalated customer inquiries and complex issues that cannot be resolved by the team.
• Develop and implement customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Analyze customer feedback and service data to identify areas for improvement.
• Collaborate with other departments (e.g., Operations, Sales) to ensure seamless service delivery.
• Manage team scheduling and resource allocation.
• Conduct performance reviews and provide constructive feedback to team members.
• Foster a positive and collaborative team culture focused on customer satisfaction.

Requirements

• Proven experience as a Team Leader or Supervisor in a customer service environment, preferably within logistics or a related industry.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Experience in training and coaching team members.
• Ability to manage and resolve complex customer issues.
• Familiarity with customer service software and performance metrics.
• Knowledge of the logistics and supply chain industry is highly advantageous.
• High school diploma required; a relevant tertiary qualification is preferred.
• Adaptable to a **Hybrid** work model, with a strong presence required in **Richards Bay, KwaZulu-Natal, ZA**.
• Commitment to fostering a high-performance team and exceptional customer service.

Benefits

• Competitive salary and potential for team performance bonuses.
• Comprehensive medical aid package.
• Pension fund contribution.
• Opportunities for leadership training and professional growth.
• A dynamic and fast-paced work environment.
• Company-provided resources and tools.
• Generous annual leave policy.
• Collaborative team culture.
• Exposure to the thriving **Richards Bay** industrial sector.
• A key role in a reputable logistics firm.