E-commerce Customer Service Lead

Placements24; Upington; Hybrid; ZAR 320,000 - 400,000; Full time

Benefits offered by this job

Competitive salary

Remote work potential

Bonuses

Health insurance

Retirement plan

Paid time off

Employee discounts

Career growth

Supportive team culture

Job summary

WhatJobs Direct in Upington, Northern Cape, SA, seeks an experienced E-commerce Customer Service Lead to guide our support team and deliver exceptional service. You will oversee daily operations, train staff, resolve complex inquiries, and implement best practices to boost satisfaction and loyalty.

The ideal candidate has 4+ years in customer service with at least 2 in a supervisory role, strong CRM and ticketing system skills, and outstanding communication.

Qualifications

• Minimum 4 years in customer service, with at least 2 years in a lead or supervisory role.
• Experience in e-commerce customer support is preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with CRM software and customer support ticketing systems.
• Ability to handle stressful situations and de-escalate customer complaints effectively.
• Strong organizational skills and attention to detail.
• Willingness to work remotely or in Upington area.

Responsibilities

• Lead, train, and mentor the customer service team to ensure high-quality service delivery.
• Oversee daily customer service operations, managing inquiry volumes and response times.
• Develop and implement customer service policies and procedures to enhance efficiency and satisfaction.
• Handle and resolve complex customer issues and escalations promptly and professionally.
• Monitor customer feedback channels (reviews, surveys, social media) and identify areas for improvement.
• Collaborate with other departments (operations, marketing) to address customer concerns and improve overall experience.
• Analyze customer service metrics (CSAT, NPS, response times) and report on team performance.
• Ensure adherence to company service standards and brand guidelines.
• Identify training needs for the customer service team and develop relevant training programs.
• Contribute to the continuous improvement of the customer support knowledge base and resources.

Skills

Leadership experience

CRM software

Communication skills

Customer service management

Problem-solving

Time management

Education

High school diploma

Degree in related field

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, WhatJobs Direct, is seeking a dedicated and experienced E-commerce Customer Service Lead to guide our customer support team and ensure exceptional service delivery. This role is based in Upington, Northern Cape, ZA , and offers a fantastic opportunity to lead and mentor a team focused on creating positive customer experiences. You will be responsible for overseeing daily customer service operations, resolving complex inquiries, training team members, and implementing best practices to enhance customer satisfaction and loyalty. The ideal candidate possesses outstanding communication skills, a passion for service excellence, and a solid understanding of e-commerce customer support challenges. This is a chance to make a tangible impact on customer retention and brand reputation within a supportive company environment.

Key Responsibilities

• Lead, train, and mentor the customer service team to ensure high-quality service delivery.
• Oversee daily customer service operations, managing inquiry volumes and response times.
• Develop and implement customer service policies and procedures to enhance efficiency and satisfaction.
• Handle and resolve complex customer issues and escalations promptly and professionally.
• Monitor customer feedback channels (e.g., reviews, surveys, social media) and identify areas for improvement.
• Collaborate with other departments (e.g., operations, marketing) to address customer concerns and improve overall experience.
• Analyze customer service metrics (e.g., CSAT, NPS, response times) and report on team performance.
• Ensure adherence to company service standards and brand guidelines.
• Identify training needs for the customer service team and develop relevant training programs.
• Contribute to the continuous improvement of the customer support knowledge base and resources.

Requirements

• High school diploma or equivalent; a degree in a related field is a plus.
• Minimum of 4 years of experience in customer service, with at least 2 years in a lead or supervisory role, preferably in e-commerce.
• Proven experience in managing a customer service team and improving service metrics.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices in an online retail environment.
• Proficiency in using CRM software and customer support ticketing systems.
• Ability to handle stressful situations and de-escalate customer complaints effectively.
• Strong organizational skills and attention to detail.
• A passion for customer advocacy and delivering exceptional experiences.
• Ability to work effectively in a remote or Yes remote capacity, ideally based in or near Upington, Northern Cape, ZA .

Benefits

• Competitive annual salary between R320,000 and R400,000.
• Potential for remote work.
• Performance-based bonuses.
• Comprehensive health insurance.
• Retirement savings plan.
• Generous paid time off.
• Employee discounts on company products.
• Opportunities for leadership development and career growth.
• A positive and supportive team culture.