Remote E-commerce Customer Service Lead

Placements24; Upington; Hybrid; ZAR 320,000 - 400,000; Full time

Benefits offered by this job

Competitive salary

Remote work potential

Bonuses

Health insurance

Retirement plan

Paid time off

Employee discounts

Career growth

Supportive team culture

Job summary

WhatJobs Direct in Upington, Northern Cape, SA, seeks an experienced E-commerce Customer Service Lead to guide our support team and deliver exceptional service. You will oversee daily operations, train staff, resolve complex inquiries, and implement best practices to boost satisfaction and loyalty.

The ideal candidate has 4+ years in customer service with at least 2 in a supervisory role, strong CRM and ticketing system skills, and outstanding communication.

Qualifications

• Minimum 4 years in customer service, with at least 2 years in a lead or supervisory role.
• Experience in e-commerce customer support is preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with CRM software and customer support ticketing systems.
• Ability to handle stressful situations and de-escalate customer complaints effectively.
• Strong organizational skills and attention to detail.
• Willingness to work remotely or in Upington area.

Responsibilities

• Lead, train, and mentor the customer service team to ensure high-quality service delivery.
• Oversee daily customer service operations, managing inquiry volumes and response times.
• Develop and implement customer service policies and procedures to enhance efficiency and satisfaction.
• Handle and resolve complex customer issues and escalations promptly and professionally.
• Monitor customer feedback channels (reviews, surveys, social media) and identify areas for improvement.
• Collaborate with other departments (operations, marketing) to address customer concerns and improve overall experience.
• Analyze customer service metrics (CSAT, NPS, response times) and report on team performance.
• Ensure adherence to company service standards and brand guidelines.
• Identify training needs for the customer service team and develop relevant training programs.
• Contribute to the continuous improvement of the customer support knowledge base and resources.

Skills

Leadership experience

CRM software

Communication skills

Customer service management

Problem-solving

Time management

Education

High school diploma

Degree in related field

Tools

CRM software

Ticketing systems

Job description

WhatJobs Direct in Upington, Northern Cape, SA, seeks an experienced E-commerce Customer Service Lead to guide our support team and deliver exceptional service. You will oversee daily operations, train staff, resolve complex inquiries, and implement best practices to boost satisfaction and loyalty.

The ideal candidate has 4+ years in customer service with at least 2 in a supervisory role, strong CRM and ticketing system skills, and outstanding communication.