Onsite Customer Service Team Lead — Coach & Elevate CX

Quantanite; Johannesburg; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Medical aid allowance

Provident fund (self-funded)

Group life cover

Funeral cover

Job summary

Quantanite in Sandton, Johannesburg, is seeking an experienced Customer Service Team Leader to oversee a team of Customer Service Associates. You will coach, monitor performance, and ensure service excellence while maintaining operational efficiency.

This onsite role requires strong people management, ability to resolve escalations, and commitment to meeting SLAs. You'll collaborate with QA, HR, IT and other support functions to drive continuous improvement and growth within the customer

Qualifications

• Minimum one year in a customer service role, preferably in a BPO.
• Excellent verbal and written communication skills.
• Proficient with computer systems and CRM software.
• Strong interpersonal skills and attention to detail.
• Ability to coach or develop teams is a plus.

Responsibilities

• Lead, coach, and motivate a team of Customer Service Associates to meet targets.
• Conduct regular performance reviews and provide feedback.
• Monitor SLAs, KPIs, and quality standards daily.
• Handle escalated customer issues and drive resolutions.
• Collaborate with QA, HR, IT to resolve operational challenges.
• Deliver onboarding and ongoing training.

Skills

Communication

Problem-solving

Team leadership

CRM software

Attention to detail

Work independently

Education

Grade 12 / Matric

Diploma or higher

Bachelor’s degree in Business Administration or Management

Job description

Quantanite in Sandton, Johannesburg, is seeking an experienced Customer Service Team Leader to oversee a team of Customer Service Associates. You will coach, monitor performance, and ensure service excellence while maintaining operational efficiency.

This onsite role requires strong people management, ability to resolve escalations, and commitment to meeting SLAs. You'll collaborate with QA, HR, IT and other support functions to drive continuous improvement and growth within the customer