Hybrid Customer Support Lead - Logistics & CX

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 650,000 - 850,000; Full time

Benefits offered by this job

Health insurance

Career development

Hybrid work model

Paid time off

Job summary

Placements24 in Richards Bay, KwaZulu-Natal, seeks a proactive Customer Support Lead to manage and enhance our customer service operations. You will lead a team of support professionals, implement best practices, and drive performance improvements to boost satisfaction and retention.

The ideal candidate has 5+ years in customer support with 2+ years in leadership, strong CRM knowledge, and data-driven mindset. This role offers a hybrid work model with on-site and remote collaboration.

Qualifications

• Minimum 5 years with customer support, plus 2+ years in a supervisory role.
• Proven track record in leading a customer support team.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering a high-performance culture.
• Develop and implement customer service strategies to enhance satisfaction and loyalty.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated complaints and complex issues, ensuring prompt resolution.
• Train new team members and provide ongoing coaching and development.
• Collaborate with Sales, Operations, and Logistics to ensure a seamless customer experience.
• Identify process improvements and implement efficiency measures.
• Manage staffing schedules to meet service level agreements.
• Generate reports on team performance for senior management.

Skills

Leadership

Customer service management

CRM software

Helpdesk systems

Data analysis

Stakeholder management

Conflict resolution

Tools

MS Office Suite

ERP systems

Helpdesk software

Job description

Placements24 in Richards Bay, KwaZulu-Natal, seeks a proactive Customer Support Lead to manage and enhance our customer service operations. You will lead a team of support professionals, implement best practices, and drive performance improvements to boost satisfaction and retention.

The ideal candidate has 5+ years in customer support with 2+ years in leadership, strong CRM knowledge, and data-driven mindset. This role offers a hybrid work model with on-site and remote collaboration.