Lead, On-site Customer Support Team — Soweto

Placements24; Soweto; On-site; ZAR 312,000 - 446,000; Full time

Benefits offered by this job

On-site in Soweto

Health insurance

Career development

Paid time off

Job summary

Placements24 is seeking an experienced Customer Support Agent - Team Lead to oversee a Soweto-based on-site team. You will guide agents, handle escalations, and ensure high customer satisfaction within the Gauteng province.

The role requires strong leadership, excellent communication, and CRM proficiency, with a focus on coaching, performance reviews, and process improvements to meet SLAs.

Qualifications

• Minimum 2 years in a Customer Support role; 1 year in leadership or supervisory capacity.
• Excellent communication, interpersonal and problem-solving skills.
• Demonstrated ability to lead and motivate a team.
• Proficiency in using CRM software and ticketing systems.

Responsibilities

• Supervise and mentor a team of customer support agents with daily guidance.
• Handle complex and escalated customer inquiries and issues.
• Monitor team performance and conduct regular reviews.
• Assist in training and onboarding of new staff.
• Identify trends in customer issues and collaborate to improve processes.
• Ensure adherence to company policies and SLAs.

Skills

Leadership

Customer service

Communication

CRM software

Tools

CRM software

Ticketing systems

Job description

Placements24 is seeking an experienced Customer Support Agent - Team Lead to oversee a Soweto-based on-site team. You will guide agents, handle escalations, and ensure high customer satisfaction within the Gauteng province.

The role requires strong leadership, excellent communication, and CRM proficiency, with a focus on coaching, performance reviews, and process improvements to meet SLAs.