Luxury Retail CS Lead — Guest Experience (Hybrid)

Kendrick Recruitment; South Africa; Hybrid; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Hybrid work

Career development

Premium lifestyle brand

Performance reviews

Job summary

Kendrick Recruitment is seeking an experienced Customer Service Lead to manage service operations in East London. You will lead a team of representatives, develop service policies, and ensure exceptional customer care across channels.

The role blends in-store supervision with remote administration and strategic planning in a hybrid work model. A proactive leader with strong communication, KPI tracking, and continuous improvement mindset is ideal.

Qualifications

• Proven supervisory or leadership experience in retail.
• Strong leadership, coaching and team management skills.
• Excellent communication, interpersonal and problem-solving abilities.
• Understanding of customer service principles and best practices.
• Experience with CRM software and ticketing systems.
• Ability to analyze service data and drive improvements.
• Hybrid work experience with remote/distributed teams is advantageous.
• Grade 12 certificate; tertiary qualification is a plus.

Responsibilities

• Lead, train, and motivate a team of customer service representatives.
• Develop and implement customer service policies, procedures, and standards.
• Oversee daily customer service operations, ensuring efficient handling of inquiries and complaints.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction.
• Act as primary escalation point for complex issues.
• Collaborate with Sales and Logistics to resolve concerns.
• Identify trends to recommend service improvements.
• Manage feedback mechanisms and ensure timely follow-up.
• Contribute to training program development and delivery.
• Ensure a consistent positive experience across all service channels.

Skills

Leadership

Coaching

Team management

Communication

Problem-solving

Data analysis

Customer service

Education

Grade 12 certificate

Related tertiary qualification

Tools

CRM software

Ticketing systems

Job description

Kendrick Recruitment is seeking an experienced Customer Service Lead to manage service operations in East London. You will lead a team of representatives, develop service policies, and ensure exceptional customer care across channels.

The role blends in-store supervision with remote administration and strategic planning in a hybrid work model. A proactive leader with strong communication, KPI tracking, and continuous improvement mindset is ideal.