E-commerce Customer Service Lead

Placements24; Bloemfontein; Ibrido; ZAR 350.000 - 520.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Performance-based bonuses

Medical aid and retirement fund

Hybrid work model

Career development and leadership"

Product discounts

Modern Bloemfontein office

Descrizione del lavoro

Placements24 is seeking an experienced E-commerce Customer Service Lead to manage our client’s Bloemfontein-based customer support operations. You will lead a team of representatives, train staff, and set service standards while resolving complex customer issues.

The role offers hybrid work with in-office supervision and remote flexibility, requiring strong leadership, CRM experience, and a customer-centric mindset to drive satisfaction and loyalty.

Competenze

• 2+ years in a lead or supervisory customer service role in e-commerce.
• Strong communication and problem-solving skills.
• Experience with CRM platforms and multi-channel support.
• Ability to train and motivate a team; hybrid work capability.

Mansioni

• Lead, train, and mentor a team of e-commerce customer service representatives.
• Develop and implement customer service policies and procedures.
• Handle escalated customer inquiries and complex issues via phone, email, and chat.
• Monitor customer service performance metrics and provide regular reports to management.
• Identify trends in customer inquiries and feedback to suggest improvements to products and services.
• Ensure timely and accurate resolution of customer complaints, returns, and exchanges.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Collaborate with other departments to address customer concerns holistically.
• Foster a positive and customer-centric team culture.

Conoscenze

Communication skills

Interpersonal skills

Team leadership

Problem solving

CRM experience

Multichannel support

Hybrid work

Customer service

Strumenti

CRM software

Descrizione del lavoro

About the Role

Our client, a dynamic online retailer, is seeking an experienced and empathetic E-commerce Customer Service Lead to manage their customer support operations in Bloemfontein, Free State, ZA. This role is critical in ensuring customer satisfaction by leading a team of customer service representatives, developing effective support strategies, and resolving complex customer issues. You will be responsible for training and mentoring the team, setting service standards, and analyzing customer feedback to drive improvements in service delivery. This position offers a hybrid work arrangement, allowing for a blend of in-office supervision and remote flexibility. Join our client in enhancing the customer experience and building brand loyalty.

Key Responsibilities

• Lead, train, and mentor a team of e-commerce customer service representatives.
• Develop and implement customer service policies and procedures to ensure efficient and effective support.
• Handle escalated customer inquiries and complex issues via phone, email, and chat.
• Monitor customer service performance metrics and provide regular reports to management.
• Identify trends in customer inquiries and feedback to suggest improvements to products and services.
• Ensure timely and accurate resolution of customer complaints, returns, and exchanges.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Collaborate with other departments (e.g., operations, marketing) to address customer concerns holistically.
• Foster a positive and customer-centric team culture.

Requirements

• Proven experience in a customer service role, with at least 2 years in a lead or supervisory capacity within an e-commerce setting.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices in the e-commerce industry.
• Experience with CRM software and customer support platforms.
• Ability to train and motivate a team.
• Proficiency in managing customer interactions across multiple channels.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.
• Customer-focused mindset and a passion for delivering exceptional service.

Benefits

• Competitive salary and performance-based bonuses.
• Medical aid and retirement fund contributions.
• Opportunities for leadership development and career advancement.
• Hybrid work model offering flexibility.
• Supportive team environment.
• Discounts on company products.
• Modern office located in Bloemfontein, Free State, ZA.