Remote Customer Service Lead — Retail Support Champion

Placements24; East London; Hybrid; ZAR 469,000 - 692,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Placements24 is seeking an experienced Customer Service Lead to manage its remote customer support for a retail business. You will oversee a team of customer service representatives, ensure exceptional satisfaction, and implement best practices for remote support, with a focus on high service standards and effective issue resolution.

This role offers a hybrid work model, allowing flexibility while ensuring strong collaboration, coaching, and ongoing improvements to the customer journey and

Qualifications

• Minimum 4 years of experience in customer service management.
• Experience managing remote or distributed teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership and team development skills.

Responsibilities

• Lead, train, and mentor a remote team of customer service representatives; set performance goals and evaluate results.
• Develop and refine customer service policies and procedures to enhance satisfaction and efficiency.
• Monitor customer interactions across phone, email, and chat to ensure quality and adherence to standards.
• Handle escalated customer issues and complex inquiries with timely, effective resolutions.
• Analyze feedback and metrics to identify trends and drive service improvements.
• Collaborate with other departments to address product issues and improve the customer journey.

Skills

Customer service management

Remote team leadership

Customer experience

Leadership

Job description

Placements24 is seeking an experienced Customer Service Lead to manage its remote customer support for a retail business. You will oversee a team of customer service representatives, ensure exceptional satisfaction, and implement best practices for remote support, with a focus on high service standards and effective issue resolution.

This role offers a hybrid work model, allowing flexibility while ensuring strong collaboration, coaching, and ongoing improvements to the customer journey and