Hybrid Customer Service Lead: Lead, Coach & Elevate CX

Placements24; Randburg; Híbrido; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Pension contributions

Paid time off and holidays

Leadership development programs

Team-building events

Descripción de la vacante

Placements24 is seeking an experienced Customer Service Lead to guide a Randburg-based team. The role combines in-office collaboration with remote work, focusing on service excellence, policy development, and performance coaching.

The ideal candidate has 5+ years in customer service with 2+ years in a supervisory role, strong leadership, and data-driven decision-making. A Bachelor’s in Business Admin or related field is preferred, with proven communication skills.

Formación

• Minimum 5 years in customer service with at least 2 years in a supervisory or lead role.
• Proven leadership and people management skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Strong understanding of customer service principles, best practices, and KPIs.
• Experience with hybrid work models and managing remote team members is a plus.
• Must be based in or able to commute to Randburg, Gauteng for hybrid work.

Responsabilidades

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily customer service operations, ensuring efficient and effective support delivery.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer interactions and provide constructive feedback and coaching to the team.
• Handle escalated customer issues and complex complaints with professionalism and efficiency.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Manage team schedules, workload distribution, and performance reviews.
• Champion customer-centric initiatives and foster a culture of service excellence.
• Contribute to strategic planning and service improvement projects.

Conocimientos

Team leadership

Customer service excellence

Communication

Data analysis

Conflict resolution

People management

Educación

Bachelor's degree in Business Administration, Marketing, or related field

Herramientas

CRM software

Descripción del empleo

Placements24 is seeking an experienced Customer Service Lead to guide a Randburg-based team. The role combines in-office collaboration with remote work, focusing on service excellence, policy development, and performance coaching.

The ideal candidate has 5+ years in customer service with 2+ years in a supervisory role, strong leadership, and data-driven decision-making. A Bachelor’s in Business Admin or related field is preferred, with proven communication skills.