Lead Customer Service Representative

Placements24; Kempton Park; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health insurance

Hybrid work

Career development

Supportive team

Job summary

Placements24 is seeking a Lead Customer Service Representative in Tembisa. This hybrid role combines in-office collaboration with remote flexibility to drive exceptional service and mentor a team of CS professionals.

You will guide day-to-day operations, resolve complex inquiries, train new staff, and monitor service metrics to continuously improve the customer experience in our retail operations. A proactive approach to problem-solving and strong leadership will be essential to maintain high

Qualifications

• Proven leadership experience in customer service roles.
• Excellent communication and problem-solving skills.
• Ability to train and motivate a team.
• Experience with CRM systems.
• Hybrid work environment experience is advantageous.

Responsibilities

• Supervise and mentor CS reps to meet performance goals.
• Handle escalated complaints and complex inquiries.
• Develop and implement customer service policies and procedures.
• Train new team members on service protocols and product knowledge.
• Monitor feedback and service metrics; drive improvements.
• Collaborate with other departments to resolve issues.

Skills

Customer service

Leadership

Communication

Training

CRM familiarity

Organizational skills

Hybrid work experience

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and experienced Lead Customer Service Representative to join their dynamic team in Tembisa . This hybrid role offers the perfect blend of in-office collaboration and remote flexibility, allowing you to contribute to a customer-centric environment. You will be responsible for guiding a team of customer service professionals, ensuring exceptional service delivery, and resolving complex customer inquiries. This position is critical for maintaining high customer satisfaction ratings and supporting the overall success of our retail operations, requiring a proactive approach to problem-solving and team leadership within a hybrid work model.

Key Responsibilities

• Supervise and mentor a team of customer service representatives, providing guidance and support to ensure performance goals are met.
• Handle escalated customer complaints and complex inquiries, resolving issues efficiently and professionally.
• Develop and implement customer service policies and procedures to enhance the overall customer experience.
• Train new team members on service protocols, product knowledge, and company values.
• Monitor customer feedback and service metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with other departments to ensure seamless customer interactions and problem resolution.

Requirements

• Proven experience as a Customer Service Representative or in a similar role, with demonstrated leadership capabilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to train and motivate a team effectively.
• Familiarity with CRM systems and customer service software.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Experience working in a hybrid or adaptable work environment is advantageous.

Benefits

• Competitive salary package and potential for performance bonuses.
• Access to health, dental, and vision insurance benefits.
• Hybrid work arrangement offering flexibility.
• Opportunities for career advancement and professional development.
• A supportive and collaborative team environment focused on customer success.