Remote E-commerce Customer Service Lead

Placements24; Polokwane; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Fully remote position

Health, dental, and vision insurance

Career development opportunities

Supportive remote team culture

Job summary

Placements24 is seeking a dedicated Remote E-commerce Customer Service Lead to manage a distributed support team and elevate customer experiences. You will set service standards, train and evaluate representatives, and implement best practices across email, chat, and phone channels.

The role emphasizes leadership in a fully remote environment, CRM optimization, and collaboration with other departments to resolve complex inquiries and improve satisfaction metrics.

Qualifications

• Proven experience in a Customer Service Lead or Manager role in an e-commerce environment.
• Experience managing and motivating remote teams effectively.
• Strong understanding of customer service principles, CRM systems, and best practices.
• Excellent communication, problem-solving, and interpersonal skills.

Responsibilities

• Lead, train, and mentor a remote team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor customer interactions across channels to ensure adherence to quality guidelines.
• Handle escalated complaints and complex issues with professionalism.
• Utilize CRM software to track interactions, analyze trends, and identify improvements.

Skills

Remote team leadership

Customer service management

CRM proficiency

Communication skills

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and empathetic Remote E-commerce Customer Service Lead to manage and elevate their customer support operations from anywhere in the country. This role is vital in ensuring exceptional customer experiences by leading a remote team, setting service standards, and resolving complex customer inquiries. You will be responsible for training, motivating, and evaluating customer service representatives, implementing best practices, and utilizing CRM tools to track and improve customer satisfaction metrics. This is an ideal opportunity for an experienced customer service professional who thrives in a remote setting and is passionate about building and leading high-performing support teams.

Key Responsibilities

• Lead, train, and mentor a remote team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor customer interactions across various channels (email, chat, phone) to ensure adherence to quality guidelines.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Utilize CRM software to track customer interactions, analyze trends, and identify areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.

Requirements

• Proven experience in a Customer Service Lead or Manager role, preferably in an e-commerce environment.
• Demonstrated experience managing and motivating remote teams effectively.
• Strong understanding of customer service principles, CRM systems, and support best practices.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work independently, manage time effectively, and maintain a high level of productivity in a remote setting.

Benefits

• Competitive annual salary and performance bonuses.
• Fully remote work position, offering ultimate flexibility.
• Comprehensive health, dental, and vision insurance.
• Opportunities for career advancement and professional development.
• A supportive and inclusive remote team culture that values collaboration and well-being.