Remote Customer Service Team Lead (SA)

Placements24; Polokwane; Híbrido; ZAR 480.000 - 800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary package

Medical aid

Retirement plan

Professional development

Remote work

Equipment stipend

Descripción de la vacante

Placements24 is seeking an experienced Customer Service Team Lead to manage a fully remote team across South Africa. The role focuses on mentoring agents, driving performance, and ensuring SLA adherence while maintaining a positive remote culture.

You will monitor metrics, coach staff, handle escalations, and partner with management to shape the customer experience. The ideal candidate brings 4+ years in customer service, with supervisory experience, excellent communication, and a proactive

Formación

• Minimum of 4 years in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead and manage a remote team effectively.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Bachelor’s degree in Business Administration or a related field is preferred.

Responsabilidades

• Lead, coach, and motivate a remote team of customer service representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Manage daily workflow, schedules, and resource allocation to meet service level targets.
• Act as an escalation point for complex customer issues and assist team members in resolving them.
• Implement and refine customer service processes and best practices.
• Ensure adherence to quality standards and customer satisfaction metrics.
• Conduct team meetings, training sessions, and onboarding for new hires.
• Analyze performance data and report on key metrics to senior management.
• Foster a collaborative and supportive remote team culture.

Conocimientos

Leadership

Remote team management

Communication

Conflict resolution

CRM systems

Performance coaching

Educación

Bachelor’s in Business Administration

Herramientas

CRM software

Customer support software

Descripción del empleo

Placements24 is seeking an experienced Customer Service Team Lead to manage a fully remote team across South Africa. The role focuses on mentoring agents, driving performance, and ensuring SLA adherence while maintaining a positive remote culture.

You will monitor metrics, coach staff, handle escalations, and partner with management to shape the customer experience. The ideal candidate brings 4+ years in customer service, with supervisory experience, excellent communication, and a proactive