Guest Experience Team Lead – Cape Town

Ejobdesign; Cape Town; On-site; ZAR 380,000 - 550,000; Full time

Benefits offered by this job

Annual bonus

Medical insurance

Career development

On-site resources

Team collaboration

Job summary

Ejobdesign seeks a Customer Service Team Lead to guide a high-performing group in our Cape Town office. You will coach staff, manage performance, and oversee operations to maintain superior service levels.

The role emphasizes coaching, SLA adherence, and continuous improvement in customer interactions, with on-site leadership and career development opportunities in a growing organization.

Qualifications

• 4+ years in customer service with supervisory experience
• Strong leadership and motivational skills
• Solid understanding of customer service principles and best practices
• Excellent problem-solving and conflict-resolution abilities
• Proficiency with CRM software and standard office tools

Responsibilities

• Lead, coach, and motivate a team of customer service representatives to achieve KPIs.
• Oversee daily operations and ensure SLA adherence.
• Handle escalated complaints and complex inquiries with effective resolutions.
• Develop and implement training programs to enhance team skills.
• Monitor performance, provide feedback, and conduct reviews.
• Collaborate with management to improve processes in customer service.

Skills

Leadership

Customer service

Coaching

CRM software

Office applications

Tools

CRM

MS Office

Job description

Ejobdesign seeks a Customer Service Team Lead to guide a high-performing group in our Cape Town office. You will coach staff, manage performance, and oversee operations to maintain superior service levels.

The role emphasizes coaching, SLA adherence, and continuous improvement in customer interactions, with on-site leadership and career development opportunities in a growing organization.