Hybrid Tech Support & Customer Care Specialist

Placements24; East London; Hybride; ZAR 469 000 - 692 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Résumé du poste

Placements24 is seeking an experienced Customer Service Lead to manage its remote customer support for a retail business. You will oversee a team of customer service representatives, ensure exceptional satisfaction, and implement best practices for remote support, with a focus on high service standards and effective issue resolution.

This role offers a hybrid work model, allowing flexibility while ensuring strong collaboration, coaching, and ongoing improvements to the customer journey and

Qualifications

• Minimum 4 years of experience in customer service management.
• Experience managing remote or distributed teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership and team development skills.

Responsabilités

• Lead, train, and mentor a remote team of customer service representatives; set performance goals and evaluate results.
• Develop and refine customer service policies and procedures to enhance satisfaction and efficiency.
• Monitor customer interactions across phone, email, and chat to ensure quality and adherence to standards.
• Handle escalated customer issues and complex inquiries with timely, effective resolutions.
• Analyze feedback and metrics to identify trends and drive service improvements.
• Collaborate with other departments to address product issues and improve the customer journey.

Connaissances

Customer service management

Remote team leadership

Customer experience

Leadership

Description du poste

Customer Service Lead

Our client is looking for an experienced and empathetic Customer Service Lead to manage their remote customer support operations for their retail business. This role involves overseeing a team of customer service representatives, ensuring exceptional customer satisfaction, and implementing best practices for remote support. You will play a crucial role in maintaining high service standards and resolving complex customer issues. This position offers a hybrid work model, allowing for flexibility while ensuring effective team collaboration and oversight.

Our client is looking for an experienced and empathetic Customer Service Lead to manage their remote customer support operations for their retail business. This role involves overseeing a team of customer service representatives, ensuring exceptional customer satisfaction, and implementing best practices for remote support. You will play a crucial role in maintaining high service standards and resolving complex customer issues. This position offers a hybrid work model, allowing for flexibility while ensuring effective team collaboration and oversight.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives , setting performance goals and conducting regular evaluations.
• Develop and refine customer service policies and procedures to enhance customer satisfaction and operational efficiency.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and adherence to company standards.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Collaborate with other departments to address product issues, service gaps, and improve the overall customer journey.

Requirements

• Minimum of 4 years of experience in customer service management , preferably within the retail sector.
• Proven experience in managing remote or distributed customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership