Remote Customer Service Lead

Placements24; Soweto; Hybrid; ZAR 720,000 - 960,000; Full time

Benefits offered by this job

Competitive salary

Fully remote work

Health, dental, and vision insurance

Professional development and training

Collaborative virtual team culture

Job summary

Placements24 is seeking a Remote Customer Service Lead to steer a distributed team from home, overseeing daily operations and driving high-quality service. You will mentor staff, implement improvements, and monitor KPIs to boost satisfaction and loyalty.

The role emphasizes strong leadership, clear communication, and problem-solving abilities, with a fully remote setup and opportunities for professional development within a supportive virtual culture.

Qualifications

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to manage and motivate a remote team effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with customer service software, CRM systems, and remote collaboration tools.
• Strong understanding of customer service best practices and KPIs.

Responsibilities

• Lead, coach, and mentor a team of remote customer service representatives.
• Oversee daily customer service operations, ensuring adherence to quality standards.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Monitor team performance, analyze metrics, and provide regular feedback.
• Handle escalated customer issues and ensure timely and effective resolution.

Skills

Leadership

Remote team management

Customer service expertise

Communication skills

Problem-solving

Mentoring/training

Tools

CRM software

Remote collaboration tools

Job description

About the Role

Our client is seeking an experienced and dynamic Remote Customer Service Lead to manage and mentor their fully remote customer service team. In this pivotal role, you will be responsible for overseeing daily operations, ensuring high standards of customer service delivery, and fostering a positive and productive remote work environment. You will guide a team of customer service representatives, provide training, and implement strategies to enhance customer satisfaction and loyalty. This is an exceptional opportunity for a seasoned leader to shape the customer experience for a growing company, working entirely from home and collaborating with a talented, distributed workforce. We seek individuals with strong leadership, communication, and problem-solving capabilities.

Key Responsibilities

• Lead, coach, and mentor a team of remote customer service representatives.
• Oversee daily customer service operations, ensuring adherence to quality standards.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Monitor team performance, analyze metrics, and provide regular feedback.
• Handle escalated customer issues and ensure timely and effective resolution.

Requirements

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to manage and motivate a remote team effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with customer service software, CRM systems, and remote collaboration tools.
• Strong understanding of customer service best practices and KPIs.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement with flexible scheduling options.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and leadership training.
• A supportive and collaborative virtual team culture that values initiative.