Customer Care Team Lead - Product Tech Support (On-Site)

Clearsource; Gauteng; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A global BPO is seeking a motivated Customer Service Team Lead to empower and coach a team of agents. You will focus on delivering exceptional customer experiences while providing technical support. This role emphasizes leadership, communication, and problem-solving skills, along with a commitment to the company's core values.

Benefits

Competitive salary

Benefits package

Career growth opportunities

Professional development

Qualifications

• Experience leading a team in a customer service or call center environment.
• Strong English communication skills (B2+ or higher).

Responsibilities

• Coach and support your team through regular one-on-one meetings.
• Monitor performance metrics to ensure goals are met.
• Manage and resolve escalated client and customer issues.

Skills

Leadership

Communication

Problem Solving

Education

High school diploma

Job description

Why ClearSource?

ClearSource is a global BPO with a core purpose of "Making Lives Better" — the lives of our employees, our clients, and their customers.

We are passionate about our Core Values, which go to the heart of what we do every day:

1. Customer First – We share an intense passion for creating an exceptional customer experience.
2. Personal Accountability – Commit to do the right thing and do it.
3. Humble Courage – Be brave enough to seek, deliver, and accept feedback.
4. Hungry – Do your best every day to make great things happen.
5. Happy & Healthy – Choose well, live well.

Do these values resonate with you? Do you strive to provide an exceptional, authentic customer experience every day? If yes, ClearSource is seeking a motivated leader to join our team as a Customer Service Team Lead.

In this role, you will empower and coach a team of agents to deliver exceptional customer experiences while providing technical support for our client's premium line of grills and smart meat thermometers.

You will focus on building strong relationships with your team, supporting their growth, and ensuring they have the tools and knowledge to succeed.

If you are passionate about leadership, customer care, and team success, this position is for you!

What you will do as a Customer Care Team Lead

1. Coach and support your team through regular one-on-one meetings, feedback sessions, and skill development.
2. Conduct daily coaching on key performance areas like accuracy, connection, and ease in customer interactions.
3. Hold weekly team meetings to provide updates, recognize achievements, and keep your team motivated.
4. Monitor performance metrics, such as attendance and quality scores, to ensure goals are met.
5. Manage and resolve escalated client and customer issues by providing timely, effective solutions.
6. Collaborate with senior leaders to identify trends, address concerns, and improve processes.
7. Review and verify payroll hours daily for your team.
8. Support hiring efforts by conducting initial interviews with candidates.

What We're Looking For

• High school diploma (or equivalent).
• Experience leading a team in a customer service or call center environment.
• A passion for developing and mentoring others to achieve success.
• Strong communication and problem-solving skills.
• Strong English communication skills (B2+ or higher).
• Ability to stay organized and manage performance goals like attendance, quality, and customer satisfaction.
• A commitment to ClearSource's Core Values.

What We Offer

ClearSource offers a competitive salary and benefits package, as well as opportunities for career growth and professional development.

We have an inclusive culture that values diversity and the contributions our employees make to ClearSource's success. Join our team and see why ClearSource is an employer of choice.