Hospitality Team Lead (Customer Service)

Placements24; Soweto; Hybride; ZAR 220 000 - 320 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance-based incentives

Career development

Résumé du poste

Placements24 in Soweto seeks an energetic Hospitality Team Lead to oversee customer service operations, balancing on-site leadership during peak hours with remote coordination across departments. The role emphasizes exceptional guest experiences and service excellence in a dynamic urban setting.

The ideal candidate will have 3+ years in customer service or hospitality, including at least 1 year in a supervisory role, with strong leadership, communication, and CRM proficiency.

Qualifications

• Minimum of 3 years of experience in customer service or hospitality, with at least 1 year in a team lead or supervisory role.
• Proven ability to lead, motivate, and manage a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices in hospitality.
• Ability to adapt to a hybrid work model, balancing on-site supervision with remote administrative tasks.

Responsabilités

• Lead and mentor a team of customer service representatives to achieve service excellence.
• Oversee daily customer service operations, ensuring efficient and effective issue resolution.
• Handle escalated customer complaints and ensure satisfactory outcomes.
• Train team members on service standards, product knowledge, and operational procedures.
• Monitor team performance and provide constructive feedback and coaching.
• Collaborate with other departments to streamline service delivery and address guest needs.
• Manage schedules and allocate resources effectively for on-site coverage.
• Conduct performance reviews and contribute to staff development plans.
• Assist in the development and implementation of customer service strategies.
• Ensure a positive and professional customer interaction environment.

Connaissances

Team leadership

Customer service

Communication

Conflict resolution

Formation

High school diploma

Outils

CRM systems

MS Office

Description du poste

About the Role

Our client is seeking an energetic and organized Hospitality Team Lead to oversee customer service operations in Soweto . This hybrid role will involve leading and motivating a customer service team on-site during peak hours, while also handling administrative tasks, performance reviews, and remote coordination with other departments. You will be instrumental in ensuring exceptional guest experiences, resolving customer issues, and driving service excellence. The ideal candidate possesses strong leadership qualities, excellent communication skills, and a passion for the hospitality industry. This position offers a fantastic opportunity to develop your leadership skills and make a tangible impact on guest satisfaction within a dynamic urban environment. The role requires a balance between direct team management on-site and remote strategic planning and support.

Key Responsibilities

• Lead and mentor a team of customer service representatives to achieve service excellence.
• Oversee daily customer service operations, ensuring efficient and effective issue resolution.
• Handle escalated customer complaints and ensure satisfactory outcomes.
• Train team members on service standards, product knowledge, and operational procedures.
• Monitor team performance and provide constructive feedback and coaching.
• Collaborate with other departments to streamline service delivery and address guest needs.
• Manage schedules and allocate resources effectively for on-site coverage.
• Conduct performance reviews and contribute to staff development plans.
• Assist in the development and implementation of customer service strategies.
• Ensure a positive and professional customer interaction environment.

Requirements

• Minimum of 3 years of experience in customer service or hospitality, with at least 1 year in a team lead or supervisory role.
• Proven ability to lead, motivate, and manage a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices in hospitality.
• Ability to adapt to a hybrid work model, balancing on-site supervision with remote administrative tasks.
• Proficiency in CRM systems and standard office software.
• Customer-centric mindset with a passion for service excellence.
• Ability to work flexible hours, including evenings and weekends.
• High school diploma or equivalent; further education is a plus.
• Organizational skills and attention to detail.

Benefits

• Competitive salary and potential for performance-based incentives.
• Opportunities for career advancement and professional development.
• Exposure to a vibrant hospitality setting.
• A dynamic team environment focused on guest satisfaction.
• Be part of a growing service-oriented organization.