Durban On-Site: Customer Support Team Lead

Placements24; Durban; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

On-site work environment

Medical aid

Retirement fund benefits

Generous leave allowance

Employee discounts

Job summary

Placements24 in Durban is seeking a dynamic Customer Support Team Lead to mentor the frontline team and oversee daily operations at our Durban, KwaZulu-Natal headquarters. This on-site role calls for a proven track record in customer service management and strong leadership.

You will drive performance, coach staff, and coordinate with other departments to streamline processes, improve metrics, and deliver exceptional customer experiences for our growing e-commerce client.

Qualifications

• Minimum of 6 years in customer service, with at least 3 in supervision.
• Experience in managing and developing customer support teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in customer service software and reporting tools.
• Ability to analyze data and drive service quality improvements.
• E-commerce experience is advantageous.
• Located in or willing to relocate to Durban, KwaZulu-Natal.
• A relevant tertiary qualification is preferred.

Responsibilities

• Lead, coach, and motivate a team of support representatives to meet goals.
• Monitor performance, analyze metrics, and drive continuous improvement.
• Handle escalated issues and ensure swift, satisfactory resolutions.
• Develop and implement training programs for staff.
• Oversee scheduling and resource allocation for the team.
• Collaborate with other departments to streamline processes.
• Conduct regular performance reviews and provide feedback.
• Ensure adherence to policies, procedures and SLAs.
• Contribute to strategic planning of the support function.

Skills

Leadership

Customer service management

Communication

Team development

Data analysis

Reporting tools

E-commerce experience

Education

Relevant tertiary qualification

Tools

CRM software

Reporting tools

Job description

Placements24 in Durban is seeking a dynamic Customer Support Team Lead to mentor the frontline team and oversee daily operations at our Durban, KwaZulu-Natal headquarters. This on-site role calls for a proven track record in customer service management and strong leadership.

You will drive performance, coach staff, and coordinate with other departments to streamline processes, improve metrics, and deliver exceptional customer experiences for our growing e-commerce client.