Italian Customer Service Agents

Sa Commercial; Cape Town; Hybrid; ZAR 400,000 - 600,000; Full time

Job summary

SA Commercial Business Process Outsourcing, SA in Cape Town is seeking a Customer Service Lead to guide the local team and shape service strategies across touchpoints. You will drive customer satisfaction, coach staff, and coordinate with other departments to ensure a seamless customer journey.

The role requires 4+ years in customer service with leadership exposure, strong CRM proficiency, and a passion for problem-solving within a retail context.

Qualifications

• 4+ years in customer service, with 1-2 years in a leadership role.
• Experience developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills to interpret customer feedback and service metrics.
• Proficiency with CRM software and service tools.
• Retail industry experience is essential.
• Hybrid remote/on-site work model experience.

Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance satisfaction.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor feedback channels and identify areas for improvement.
• Train and onboard new representatives to ensure readiness.
• Collaborate with sales and marketing for a seamless customer journey.
• Analyze service metrics and report team performance to management.
• Champion a customer-first culture within the Cape Town operations.
• Stay updated with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Skills

Leadership

Customer service

Communication

Analytical skills

CRM software

Tools

CRM software

Job description

Showing 30 Italian Customer Service Agents jobs in Cape Town

About the Role

Our client, a prominent retailer with a strong presence in Cape Town, Western Cape, is actively seeking a highly motivated and customer-centric Customer Service Lead. This role is crucial in ensuring an unparalleled customer experience across all touchpoints. You will be responsible for leading the customer service team, developing and implementing service strategies, and acting as a key liaison between customers and the business. The ideal candidate possesses excellent communication skills, a passion for problem-solving, and a deep understanding of customer service best practices within the retail environment. This is an exciting opportunity to shape the customer journey and contribute to the ongoing success and reputation of our client in the vibrant Cape Town market. We are looking for an inspiring leader who can motivate a team to deliver exceptional service consistently.

Key Responsibilities

• Lead and manage the customer service team, providing guidance, training, and performance feedback.
• Develop, implement, and refine customer service policies and procedures to enhance customer satisfaction and loyalty.
• Handle escalated customer complaints and issues, ensuring timely and satisfactory resolution.
• Monitor customer feedback channels (surveys, reviews, social media) and identify areas for improvement.
• Train and onboard new customer service representatives, ensuring they are equipped with the knowledge and skills to succeed.
• Collaborate with other departments (e.g., sales, marketing) to ensure a seamless customer experience.
• Analyze customer service metrics and report on team performance to management.
• Champion a customer-first culture within the retail operations in Cape Town.
• Stay up-to-date with industry trends and best practices in customer service.
• Manage customer service software and tools effectively.

Requirements

• A minimum of 4 years of experience in customer service, with at least 1-2 years in a leadership or supervisory capacity.
• Proven experience in developing and implementing customer service strategies.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Strong analytical skills with the ability to interpret customer feedback and service metrics.
• Proficiency in customer relationship management (CRM) software and other service tools.
• Experience in the retail industry is essential.
• Ability to work effectively in a hybrid remote/on-site model.
• Demonstrated ability to motivate and lead a team.