Polokwane Customer Support Team Lead — Lead, Coach & Grow

Placements24; Polokwane; Presencial; ZAR 420.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary package

Health benefits

Leadership development

Polokwane, Limpopo location

Bonuses

Paid time off

Retirement savings plan

Training and development

Descripción de la vacante

Placements24 is seeking a dynamic Customer Support Team Lead in Polokwane, Limpopo to guide and inspire a growing customer service team. This leadership role focuses on driving service excellence and developing staff to meet performance goals.

You will drive service excellence, coach staff, monitor metrics, and collaborate with management to refine policies and processes. Based in Polokwane, the role offers leadership growth and a chance to impact customer satisfaction.

Formación

• Minimum 4 years in customer support with at least 2 in a supervisory/leadership role.
• Proven ability to lead, motivate and manage a customer service team.
• Excellent communication, interpersonal and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems.
• Ability to work effectively in a team-oriented environment in Polokwane, Limpopo.
• Proficiency in performance management and coaching techniques.
• High school diploma; Bachelor's degree or certification is a plus.
• Demonstrated ability to handle complex customer escalations professionally.

Responsabilidades

• Lead, mentor, and manage a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring efficient handling of customer inquiries and issues.
• Develop and implement training programs to enhance team skills and product knowledge.
• Monitor team performance metrics and provide regular feedback and coaching.
• Handle escalated customer issues and complex problem-solving situations.
• Collaborate with management to develop and refine customer service strategies and policies.
• Ensure adherence to quality standards and service level agreements.
• Identify opportunities for process improvements and implement best practices.
• Foster a positive and motivating team culture that prioritizes customer satisfaction.

Conocimientos

Leadership

Customer service management

Communication

Coaching

Training

Problem solving

Motivation

Performance management

Educación

High school diploma

Bachelor's degree encouraged

Herramientas

Helpdesk software

CRM systems

Descripción del empleo

Placements24 is seeking a dynamic Customer Support Team Lead in Polokwane, Limpopo to guide and inspire a growing customer service team. This leadership role focuses on driving service excellence and developing staff to meet performance goals.

You will drive service excellence, coach staff, monitor metrics, and collaborate with management to refine policies and processes. Based in Polokwane, the role offers leadership growth and a chance to impact customer satisfaction.