On-Site Customer Service Team Lead – Durban, Growth & Coaching

Placements24; Durban; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Health insurance

Bonuses

Professional development

On-site office in Durban

Job summary

Placements24 in Durban, KwaZulu-Natal, seeks an experienced Customer Service Team Lead to manage and inspire a growing support team on-site. You will oversee daily operations, drive service excellence, coach staff, and ensure performance against KPIs.

The role emphasizes coaching, continuous improvement, and collaboration with other departments to enhance the customer journey. You will hire, onboard, and develop team members, promoting a high-performance culture and delivering outstanding

Qualifications

• At least 2 years in a supervisory or team lead role in customer service.
• Strong leadership, coaching, and motivation skills.
• Proven understanding of customer service principles and best practices.
• Excellent problem-solving and decision-making abilities.
• Proficiency with CRM software and support platforms.
• Strong communication and interpersonal abilities, with de-escalation skills.
• Ability to analyze performance data to drive improvements.
• Excellent organizational and time management skills.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to ensure high-quality service delivery.
• Monitor performance, set objectives, and provide regular feedback and coaching.
• Handle escalated inquiries and complex issues with timely resolutions.
• Develop and implement customer service policies to improve efficiency.
• Analyze feedback and service data to identify areas for improvement.
• Ensure KPIs like response times and satisfaction scores are met or exceeded.
• Collaborate with other departments to resolve issues and improve the customer journey.
• Manage team schedules and workload distribution.

Skills

Leadership

Coaching

Customer service

Problem solving

CRM proficiency

Communication

De-escalation

Data analysis

Time management

Team supervision

Tools

CRM software

Job description

Placements24 in Durban, KwaZulu-Natal, seeks an experienced Customer Service Team Lead to manage and inspire a growing support team on-site. You will oversee daily operations, drive service excellence, coach staff, and ensure performance against KPIs.

The role emphasizes coaching, continuous improvement, and collaboration with other departments to enhance the customer journey. You will hire, onboard, and develop team members, promoting a high-performance culture and delivering outstanding