E-commerce Customer Service Lead

Placements24; Paarl; On-site; ZAR 350,000 - 480,000; Full time

Benefits offered by this job

Medical aid benefits

Leadership development program

Job summary

Placements24 is seeking an E-commerce Customer Service Lead in Paarl to oversee customer support operations. You will lead a team, address escalated issues, and implement strategies to enhance the customer experience.

The ideal candidate has leadership experience in e-commerce, strong communication, and a passion for service excellence. This on-site role offers opportunities for development and leadership training in a dynamic work environment.

Qualifications

• Proven leadership experience in customer service, preferably in e-commerce.
• Strong communication and interpersonal abilities with a customer-first mindset.
• Proven ability to manage and motivate a team to meet KPIs and quality standards.
• Experience with CRM systems and customer service software.

Responsibilities

• Lead and manage the customer service team, providing guidance and performance evaluations.
• Handle escalated inquiries and resolve complex issues promptly and effectively.
• Develop and implement customer service policies and procedures to improve service quality.
• Monitor feedback and service metrics to identify areas for improvement.
• Collaborate with logistics and sales to resolve customer issues efficiently.
• Train new representatives on products, services, and support protocols.

Skills

Team leadership

CRM software

Customer service excellence

Communication skills

Tools

CRM systems

Job description

About the Role

Our client is looking for a dedicated and empathetic E-commerce Customer Service Lead to manage their customer support operations in Paarl . This role is essential for ensuring customer satisfaction and retention by leading a team that provides exceptional service. You will handle escalated customer issues, train and mentor customer service representatives, and implement strategies to improve the overall customer experience. The ideal candidate has a passion for service excellence and strong leadership capabilities within an e-commerce context.

Key Responsibilities

• Lead and manage the customer service team , providing guidance, training, and performance evaluations.
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and service metrics (e.g., response time, satisfaction scores) to identify areas for improvement.
• Collaborate with other departments (e.g., logistics, sales) to resolve customer issues efficiently.
• Train new customer service representatives on company products, services, and support protocols.

Requirements

• Previous experience in a customer service role, preferably in e-commerce, with at least 1-2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to manage and motivate a team.
• Experience with customer service software and CRM systems.
• Strong understanding of e-commerce customer service best practices.
• Ability to remain calm and professional under pressure.

Benefits

• Competitive salary.
• On-site position in Paarl , fostering team cohesion.
• Medical aid benefits.
• Opportunities for professional development and leadership training.
• Contribute to creating exceptional customer experiences.