E-commerce Customer Service Lead

Placements24; Mbombela (Nelspruit); On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Medical aid

Retirement benefits

Paid time off

On-site Nelspruit

Job summary

Placements24 is seeking an E-commerce Customer Service Lead in Nelspruit to oversee the customer support team across phone, email, chat and social channels.

You will develop service protocols, monitor CSAT and response times, and drive process improvements while coaching staff to deliver outstanding multichannel care. On-site role with a collaborative team and growth opportunities.

Qualifications

• Proven experience in a customer service role, with at least 2 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service best practices and CRM software.
• Ability to manage and motivate a team effectively.
• Experience with multichannel customer support systems.
• Proficiency in troubleshooting common e-commerce related issues.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
• Manage customer inquiries received via phone, email, chat, and social media, ensuring timely and accurate responses.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor customer service metrics, such as response times, resolution rates, and CSAT scores.
• Handle escalated customer complaints and complex issues with professionalism and a focus on resolution.
• Identify trends in customer inquiries and provide feedback to relevant departments for improvement.

Skills

Leadership

Customer service

Multichannel support

CRM software

Communication

Problem-solving

Tools

CRM software

Multichannel support systems

Job description

About the Role

Our client is seeking a dedicated and empathetic E-commerce Customer Service Lead to manage their customer support operations in Nelspruit . This role is crucial for ensuring exceptional customer experiences, resolving inquiries efficiently, and maintaining high levels of customer satisfaction. You will lead a team of customer service representatives, develop service protocols, and work to improve overall support processes. The ideal candidate is passionate about customer advocacy and possesses strong leadership and problem-solving skills within the e-commerce landscape.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to deliver outstanding support.
• Manage customer inquiries received via phone, email, chat, and social media, ensuring timely and accurate responses.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Handle escalated customer complaints and complex issues with professionalism and a focus on resolution.
• Identify trends in customer inquiries and provide feedback to relevant departments (e.g., product, marketing) for improvement.

Requirements

• Proven experience in a customer service role, with at least 2 years in a lead or supervisory capacity, preferably in e-commerce .
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service best practices and CRM software.
• Ability to manage and motivate a team effectively.
• Experience with multichannel customer support systems.
• Proficiency in troubleshooting common e-commerce related issues.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive medical aid and retirement benefits.
• Paid time off and opportunities for professional development.
• Work on-site in the beautiful city of Nelspruit .
• A supportive team environment focused on customer success.