Remote Ecommerce Customer Service Lead

Kinesis Holdings; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A client-focused organization is seeking an experienced Customer Service Leader based in Cape Town, South Africa. The candidate will manage a remote team, ensuring a customer-centric approach and high-quality responses to complaints. With a proven record in ecommerce, team leadership, and performance management, this role requires someone passionate about improving customer service and team efficiency.

Qualifications

• Must have 4 years of Management / Team Leader experience on an online retail campaign.
• Ecommerce Customer Service Experience is essential.
• Experience in IR & Performance management is required.
• Familiarity with market places like eBay, Amazon, TIKTOK is needed.
• Experience managing a Work From Home team is essential.

Responsibilities

• Provide timely and quality responses to customer complaints and escalations.
• Ensure a customer-centric approach is embedded in all processes.
• Collaborate with departments for seamless customer experience.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members.
• Motivate staff towards achieving performance targets.
• Monitor team performance against quality metrics.

Skills

Team leadership

Customer advocacy

Complaints handling

Ecommerce experience

Job description

A client-focused organization is seeking an experienced Customer Service Leader based in Cape Town, South Africa. The candidate will manage a remote team, ensuring a customer-centric approach and high-quality responses to complaints. With a proven record in ecommerce, team leadership, and performance management, this role requires someone passionate about improving customer service and team efficiency.