Hybrid E-commerce Customer Service Lead

Placements24; Bloemfontein; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Medical aid and retirement fund

Hybrid work model

Career development and leadership"

Product discounts

Modern Bloemfontein office

Job summary

Placements24 is seeking an experienced E-commerce Customer Service Lead to manage our client’s Bloemfontein-based customer support operations. You will lead a team of representatives, train staff, and set service standards while resolving complex customer issues.

The role offers hybrid work with in-office supervision and remote flexibility, requiring strong leadership, CRM experience, and a customer-centric mindset to drive satisfaction and loyalty.

Qualifications

• 2+ years in a lead or supervisory customer service role in e-commerce.
• Strong communication and problem-solving skills.
• Experience with CRM platforms and multi-channel support.
• Ability to train and motivate a team; hybrid work capability.

Responsibilities

• Lead, train, and mentor a team of e-commerce customer service representatives.
• Develop and implement customer service policies and procedures.
• Handle escalated customer inquiries and complex issues via phone, email, and chat.
• Monitor customer service performance metrics and provide regular reports to management.
• Identify trends in customer inquiries and feedback to suggest improvements to products and services.
• Ensure timely and accurate resolution of customer complaints, returns, and exchanges.
• Maintain a high level of product knowledge to provide accurate information to customers.
• Collaborate with other departments to address customer concerns holistically.
• Foster a positive and customer-centric team culture.

Skills

Communication skills

Interpersonal skills

Team leadership

Problem solving

CRM experience

Multichannel support

Hybrid work

Customer service

Tools

CRM software

Job description

Placements24 is seeking an experienced E-commerce Customer Service Lead to manage our client’s Bloemfontein-based customer support operations. You will lead a team of representatives, train staff, and set service standards while resolving complex customer issues.

The role offers hybrid work with in-office supervision and remote flexibility, requiring strong leadership, CRM experience, and a customer-centric mindset to drive satisfaction and loyalty.