Lead Customer Service Representative

Placements24; South Africa; Hybrid; ZAR 340,000 - 520,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Hybrid work

Career development opportunities

Job summary

Placements24 in South Africa is seeking a Lead Customer Service Representative to guide a team in a hybrid role that combines in-office collaboration with remote flexibility. You will oversee service delivery, resolve complex inquiries, and drive improvements across retail operations.

The ideal candidate demonstrates proven leadership, strong communication, and experience with CRM platforms, and is capable of training staff while maintaining high customer satisfaction.

Qualifications

• Proven experience leading a customer service team.
• Strong communication and interpersonal abilities.
• Ability to train and motivate staff to meet targets.
• Experience with CRM systems and service software.

Responsibilities

• Supervise and mentor a team of customer service representatives.
• Handle escalated inquiries and resolve complex issues.
• Develop and implement service policies to improve the customer experience.
• Train new team members on protocols and product knowledge.
• Monitor feedback and metrics to drive improvements.
• Collaborate with other departments for seamless resolutions.

Skills

Leadership

Communication skills

Problem-solving

Team training

Tools

CRM software

Customer service 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.