Hybrid Customer Service Team Lead - Elevate CX

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Pension fund

Career progression

Leadership development

Job summary

Placements24 in Vereeniging is seeking an experienced Customer Service Team Lead to oversee support operations. You will coach, mentor, and motivate a team of representatives, ensure adherence to SLAs, resolve escalated inquiries, and drive customer satisfaction.

This hybrid role combines in-office collaboration with remote work flexibility, requiring strong leadership, problem-solving, and collaboration across departments.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to manage, motivate, and develop a team.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer support software.
• Ability to analyze performance data and implement improvements.
• Strong problem-solving and decision-making skills.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Familiarity with the financial services industry is a plus.
• Must be based in or near Vereeniging to facilitate hybrid work arrangements.

Responsibilities

• Lead, train, and motivate a team of customer service representatives.
• Monitor team performance, provide constructive feedback, and conduct performance reviews.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Handle escalated customer complaints and complex inquiries, resolving them efficiently.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage team schedules, staffing, and workload distribution.
• Conduct regular team meetings to discuss performance, updates, and goals.
• Contribute to the recruitment and onboarding of new team members.

Skills

Leadership

Coaching abilities

Communication skills

Customer service excellence

Data analysis

Conflict resolution

Education

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

Tools

CRM systems

Customer support software

Job description

Placements24 in Vereeniging is seeking an experienced Customer Service Team Lead to oversee support operations. You will coach, mentor, and motivate a team of representatives, ensure adherence to SLAs, resolve escalated inquiries, and drive customer satisfaction.

This hybrid role combines in-office collaboration with remote work flexibility, requiring strong leadership, problem-solving, and collaboration across departments.