Hybrid Customer Service Team Lead — Mentor & Drive Excellence

Placements24

Centurion

Hybrid

ZAR 420,000 - 540,000

Full time

9 days ago

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Benefits offered by this job

Salary bonus

Medical aid

Life insurance

Retirement fund

Career development

Job summary

Placements24 in Centurion, Gauteng, is seeking an experienced Customer Service Team Lead to guide and motivate a support group in a hybrid role with on-site collaboration and remote flexibility. You will coach, monitor service quality, and drive improvements across customer support processes.

The ideal candidate has 2+ years in leadership within customer service, strong communication, and CRM experience. Bachelor's degree preferred, with a focus on delivering outstanding customer experiences.

Qualifications

Proven experience in a customer service role with 2+ years in a leadership or supervisory capacity.
Ability to lead, motivate and develop a team.
Excellent communication, interpersonal and conflict-resolution skills.
Strong understanding of customer service principles, metrics and best practices.
Experience with CRM software and helpdesk management tools.

Responsibilities

Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
Oversee daily operations and ensure efficient handling of inquiries and issues.
Monitor team performance metrics with regular feedback and coaching.
Handle escalated complaints and complex issues with timely resolutions.
Train new team members and develop ongoing professional growth.
Collaborate with management to improve customer experience strategies.
Analyze service data to identify trends and training needs.
Foster a positive, collaborative team environment.