Hybrid Customer Care Team Lead Elevate Service Performance

Placements24; East London; Hybrid; ZAR 300.000 - 540.000; Vollzeit

Benefits dieser Stelle

Medical coverage

Retirement plan

Paid time off

Bonuses

Zusammenfassung

Placements24 seeks a Customer Care Team Lead in East London to guide a team delivering exceptional service. The role blends in-office mentorship with remote flexibility in a hybrid setup, driving performance through coaching and strategic initiatives.

The ideal candidate will have 3+ years in customer service leadership, strong communication, and the ability to analyze feedback to steer improvements. A degree in business management is advantageous in this dynamic, client-focused environment.

Qualifikationen

• Proven leadership experience in a customer service or call center environment (minimum 3 years).
• Strong coaching and mentoring能力; capable of driving performance reviews and feedback.
• Solid understanding of customer service principles, metrics, and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.

Aufgaben

• Lead, coach, and mentor a team of customer care representatives to ensure exceptional service delivery.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
• Manage daily operations, including scheduling, workload distribution, and adherence to SLAs.
• Handle escalated customer complaints and complex issues, resolving them efficiently.

Kenntnisse

Leadership

Customer service

Team motivation

Communication

Data analysis

Time management

Ausbildung

Bachelor's degree in Business Management

Tools

CRM software

Helpdesk software

Jobbeschreibung

Placements24 seeks a Customer Care Team Lead in East London to guide a team delivering exceptional service. The role blends in-office mentorship with remote flexibility in a hybrid setup, driving performance through coaching and strategic initiatives.

The ideal candidate will have 3+ years in customer service leadership, strong communication, and the ability to analyze feedback to steer improvements. A degree in business management is advantageous in this dynamic, client-focused environment.