Hospitality Support Team Lead | Hybrid, Growth & Coaching

Placements24; Mossel Bay; Hybride; ZAR 420 000 - 600 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Medical aid and pension fund

Paid time off

Hybrid work arrangement

Professional growth opportunities

Staff discounts on company services

Résumé du poste

Placements24 is seeking a Customer Support Team Lead to oversee Mossel Bay-based support operations in a hybrid setup. You will mentor a team, manage daily SLAs, and drive improvements in the customer journey.

The role demands strong leadership, excellent problem-solving, and a customer-centric mindset to elevate service standards in the tourism and hospitality space. The ideal candidate has 4+ years in customer support, including 2+ years in supervision, with CRM or helpdesk experience and a

Qualifications

• 4+ years in customer support with 2+ years in supervision
• Proven ability to lead and motivate a team
• Excellent communication and interpersonal skills
• Understanding of customer service in tourism/hospitality
• Experience with CRM and helpdesk systems
• Ability to analyze data and drive improvements
• Bachelor's degree in Business Administration or Hospitality (preferred)
• Proficiency in English; Afrikaans a plus

Responsabilités

• Lead, mentor, and manage a team of customer support representatives
• Oversee daily support operations, ensuring SLAs and quality standards
• Handle escalated customer complaints and complex issues
• Develop and implement training programs to enhance team skills
• Monitor team performance, conduct reviews, provide feedback
• Analyze support metrics to identify improvement opportunities
• Collaborate with management on customer service strategies and policies
• Document customer interactions and resolutions accurately
• Champion customer satisfaction and advocate for customer needs

Connaissances

Leadership

Customer service

Communication

Conflict resolution

Data analysis

Formation

Bachelor's degree in Business Administration or Hospitality Management

Outils

CRM software

Helpdesk systems

Description du poste

Placements24 is seeking a Customer Support Team Lead to oversee Mossel Bay-based support operations in a hybrid setup. You will mentor a team, manage daily SLAs, and drive improvements in the customer journey.

The role demands strong leadership, excellent problem-solving, and a customer-centric mindset to elevate service standards in the tourism and hospitality space. The ideal candidate has 4+ years in customer support, including 2+ years in supervision, with CRM or helpdesk experience and a