E-commerce Customer Service Lead — Hybrid

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

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.