Hybrid Customer Service Team Lead: Coaching & Performance

Placements24; Vereeniging; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Performance-based bonuses

Hybrid work arrangement

Career growth

Health benefits

Retirement planning

Job summary

Placements24 in Vereeniging seeks an experienced Customer Service Team Lead to guide and mentor a team delivering high-quality support. You will oversee daily operations, set performance targets, and drive service excellence while balancing on-site and remote management in a hybrid environment.

The role emphasizes coaching, training, and developing staff, optimizing processes, and collaborating with management to implement customer service strategies.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Strong leadership, coaching and team management skills.
• Excellent communication and problem-solving abilities.
• Experience with CRM systems and customer support software.

Responsibilities

• Lead, mentor, and manage a team of customer service representatives, setting clear performance expectations.
• Monitor team performance, analyze key metrics, and implement strategies to improve efficiency and customer satisfaction.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs to enhance team skills and product knowledge.
• Ensure adherence to company policies and procedures, and maintain high standards of service quality.
• Collaborate with management to develop and implement customer service strategies and initiatives.

Skills

Leadership

Coaching

Team management

Communication

Problem-solving

CRM systems

Tools

CRM software

Support software

Job description

Placements24 in Vereeniging seeks an experienced Customer Service Team Lead to guide and mentor a team delivering high-quality support. You will oversee daily operations, set performance targets, and drive service excellence while balancing on-site and remote management in a hybrid environment.

The role emphasizes coaching, training, and developing staff, optimizing processes, and collaborating with management to implement customer service strategies.