Remote Customer Service Lead — Hybrid Growth & Mentorship

Placements24; Durban; Hybrid; ZAR 350.000 - 520.000; Vollzeit

Benefits dieser Stelle

Competitive salary with incentives

Hybrid work arrangement

Health insurance

Career advancement opportunities

Supportive team environment

Zusammenfassung

Placements24 is seeking a Customer Service Lead to manage its remote customer support operations for a retail business. The role oversees a team of representatives, ensures exceptional satisfaction, and implements best practices for remote support in a hybrid work setting.

You will drive service standards, resolve complex issues, and collaborate across departments to enhance the customer journey while maintaining flexibility between remote and office work.

Qualifikationen

• 4+ years of experience in customer service management, preferably in retail.
• Proven experience in managing remote or distributed customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, problem-solving, and conflict-resolution skills.
• Proficiency in CRM software and customer service platforms.
• Experience working in a hybrid or remote work environment.

Aufgaben

• Lead, train, and mentor a team of remote customer service representatives, setting performance goals and conducting regular evaluations.
• Develop and refine customer service policies and procedures to enhance customer satisfaction and operational efficiency.
• Monitor customer interactions across channels (phone, email, chat) to ensure quality and adherence to company standards.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Collaborate with other departments to address product issues, service gaps, and improve the overall customer journey.

Kenntnisse

People leadership

Remote team management

Customer service

CRM proficiency

Tools

CRM software

Jobbeschreibung

Placements24 is seeking a Customer Service Lead to manage its remote customer support operations for a retail business. The role oversees a team of representatives, ensures exceptional satisfaction, and implements best practices for remote support in a hybrid work setting.

You will drive service standards, resolve complex issues, and collaborate across departments to enhance the customer journey while maintaining flexibility between remote and office work.