Head of Customer Experience - Hybrid

Placements24; East London; Hybrid; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary package

Performance-based bonuses

Hybrid work arrangement

Opportunities for professional growth

Comprehensive benefits package

Job summary

Placements24 is seeking an experienced Customer Service Lead to oversee service operations in East London. You will manage a team of front-line representatives, develop service protocols and monitor performance to ensure exceptional customer satisfaction.

This hybrid role blends in-store supervision with remote administrative and strategic planning. The ideal candidate will have strong leadership, excellent communication, and a track record of improving customer service in retail.

Qualifications

• Experience in a customer service supervisory or leadership role, preferably in retail.
• Excellent leadership, coaching and team management skills.
• Strong communication, interpersonal and problem-solving abilities.
• Proficiency in CRM software and ticketing systems.
• Hybrid work experience and managing remote teams is advantageous.

Responsibilities

• Lead, train and motivate a team of customer service representatives.
• Develop and implement customer service policies, procedures, and standards.
• Oversee daily customer service operations, ensuring efficient handling of inquiries and complaints.
• Monitor KPIs such as response time, resolution rate and customer satisfaction scores.
• Act as a primary point of escalation for complex customer issues.
• Collaborate with other departments (e.g., Sales, Logistics) to resolve customer concerns effectively.
• Identify trends in customer inquiries and feedback to recommend service improvements.
• Manage customer feedback mechanisms and ensure timely follow-up.
• Contribute to the development and delivery of customer service training programs.
• Ensure a consistent and positive customer experience across all service channels.

Skills

Leadership

Coaching

Team management

CRM software

Problem-solving

Communication

Education

Grade 12 certificate

Related field degree

Tools

CRM software

Ticketing systems

Data analytics

Job description

Placements24 is seeking an experienced Customer Service Lead to oversee service operations in East London. You will manage a team of front-line representatives, develop service protocols and monitor performance to ensure exceptional customer satisfaction.

This hybrid role blends in-store supervision with remote administrative and strategic planning. The ideal candidate will have strong leadership, excellent communication, and a track record of improving customer service in retail.