E-commerce Customer Service Lead

Placements24; Bloemfontein; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Hybrid work model

Medical benefits

Retirement benefits

Career progression

Job summary

Placements24 is seeking an experienced E-commerce Customer Service Lead in Bloemfontein to guide the support team and ensure exceptional customer experiences across touchpoints.

The role involves managing the team, developing service protocols, and addressing complex inquiries while driving loyalty and satisfaction. A Bachelor’s degree or equivalent is preferred, with strong CRM skills and leadership abilities.

Qualifications

• Experience leading a customer service team, preferably in e-commerce.
• Strong knowledge of customer service best practices and CRM systems.
• Excellent communication, interpersonal and problem-solving skills.
• Ability to train, motivate and manage a team effectively.
• Bachelor's degree or equivalent in a relevant field.

Responsibilities

• Lead and mentor the customer service team with coaching and feedback.
• Develop and refine customer service policies and procedures to enhance efficiency and customer satisfaction.
• Handle escalated customer issues with professionalism and empathy.
• Monitor service metrics and drive improvements in response times and resolution rates.
• Collaborate with other departments to resolve issues.
• Contribute to self-service resources like FAQs and knowledge bases.

Skills

Leadership

Customer service

CRM software

Communication

Team training

Education

Bachelor's degree

Tools

CRM software

Job description

About the Role

Our client is seeking a customer-focused and experienced E-commerce Customer Service Lead to guide their support team in Bloemfontein . This role is integral to ensuring exceptional customer experiences across all touchpoints. You will be responsible for managing the customer service team, developing service protocols, handling complex customer inquiries, and implementing strategies to improve customer satisfaction and loyalty. The ideal candidate will have a passion for service excellence and a proven ability to lead and motivate a team.

Key Responsibilities

• Lead and mentor the customer service team, providing training and performance feedback.
• Develop and refine customer service policies and procedures to enhance efficiency and customer satisfaction.
• Handle escalated customer issues and complaints with professionalism and empathy.
• Monitor customer service metrics and identify areas for improvement in response times and resolution rates.
• Collaborate with other departments to resolve customer issues effectively.
• Contribute to the development of self-service resources, such as FAQs and knowledge bases.

Requirements

• Previous experience in a customer service leadership role, preferably in e-commerce.
• Strong understanding of customer service best practices and CRM software.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to train, motivate, and manage a team effectively.
• Proficiency in handling customer escalations and resolving complex issues.
• Bachelor's degree or equivalent experience in a relevant field.

Benefits

• Competitive salary with performance-based incentives.
• Hybrid work model offering a blend of office and remote flexibility.
• Comprehensive medical and retirement benefits.
• Opportunities for professional development and career progression.
• Be part of a supportive team environment in Bloemfontein .