Durban Customer Support Team Lead - Coach & Optimize

Placements24; Durban; Presencial; ZAR 360 000 - 540 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Medical aid

Retirement fund

Paid time off

Leadership workshops

Career advancement

Resumo da oferta

Placements24 in Durban, KwaZulu-Natal, seeks a dynamic Customer Support Team Lead to manage a team delivering exceptional service in a fast-paced ecommerce environment. You will coach staff, monitor metrics, and implement training to improve performance and customer experience.

Collaboration with Operations and Marketing is essential to ensure a unified journey for customers. Ideal candidates have leadership experience in ecommerce, strong communication, and proficiency with CRM/ticketing

Qualificações

• Proven leadership experience in customer support.
• Experience in e-commerce customer service is preferred.
• Strong understanding of customer service principles.
• Excellent communication and conflict resolution skills.
• Motivates and develops a fast-paced team.
• Proficient with CRM and support ticketing systems.
• Based in or willing to relocate to Durban for on-site role.
• Bachelor's degree in relevant field is an advantage.

Responsabilidades

• Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics and customer satisfaction.
• Develop and implement training programs.
• Handle escalated inquiries and complex issues.
• Optimize workflows to improve efficiency and experience.
• Collaborate with Operations and Marketing to unify the customer journey.
• Manage schedules, attendance, and staffing levels.
• Conduct regular performance reviews and provide feedback.
• Foster a positive, customer-focused team culture.

Conhecimentos

Leadership

Customer service

E-commerce knowledge

CRM software

Performance metrics

Coaching

Formação académica

Bachelor's degree in Business Administration/ Communications or related field

Ferramentas

CRM software

Ticketing systems

Descrição da oferta de emprego

Placements24 in Durban, KwaZulu-Natal, seeks a dynamic Customer Support Team Lead to manage a team delivering exceptional service in a fast-paced ecommerce environment. You will coach staff, monitor metrics, and implement training to improve performance and customer experience.

Collaboration with Operations and Marketing is essential to ensure a unified journey for customers. Ideal candidates have leadership experience in ecommerce, strong communication, and proficiency with CRM/ticketing