Lead Customer Service Specialist — Hybrid

Placements24; Welkom; Híbrido; ZAR 268 000 - 402 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Hybrid work

Health insurance

Paid time off

Bonuses

Professional growth

Resumo da oferta

Placements24 in Welkom seeks a motivated and experienced Customer Service Representative - Lead to guide a team of representatives, handle complex inquiries, and ensure high-quality support. You will mentor staff, monitor performance, and collaborate with management to improve processes in a hybrid work setup.

The role requires 2–3 years in customer service with at least 1 year in a lead position, plus CRM and ticketing system familiarity.

Qualificações

• Minimum of 2-3 years of experience in a Customer Service role, with at least 1 year in a lead or supervisory capacity.
• Must reside in or be willing to commute to Welkom for the hybrid work arrangement.
• Familiarity with CRM systems and ticketing software.

Responsabilidades

• Provide direct, high-level customer support for inquiries and issues that cannot be resolved by junior representatives.
• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals.
• Monitor team performance metrics and provide regular feedback and coaching.
• Assist in the development and delivery of training programs for new and existing staff.
• Identify trends in customer issues and collaborate with management to implement solutions.
• Ensure adherence to company policies and procedures by the customer service team.

Conhecimentos

Lead team

Coaching

Interpersonal skills

CRM familiarity

Problem solving

Decision making

Customer service

Ticketing software

Ferramentas

CRM software

Ticketing systems

Descrição da oferta de emprego

Placements24 in Welkom seeks a motivated and experienced Customer Service Representative - Lead to guide a team of representatives, handle complex inquiries, and ensure high-quality support. You will mentor staff, monitor performance, and collaborate with management to improve processes in a hybrid work setup.

The role requires 2–3 years in customer service with at least 1 year in a lead position, plus CRM and ticketing system familiarity.