Remote Retail CS Lead: Elevate Customer Experience

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Remote leadership

Health benefits

Professional development

Remote-friendly culture

Job summary

Placements24 is seeking a seasoned Remote Retail Customer Service Lead to oversee our remote customer support operations across South Africa. You will guide a distributed team, set service standards, and drive customer satisfaction with empathetic leadership.

In this role you will monitor metrics, coach agents, handle escalations, and refine scripts and policies to ensure consistent, high-quality interactions. Remote work offers flexibility and growth opportunities.

Qualifications

• Previous experience leading remote customer service teams.
• Ability to motivate and manage a distributed workforce.
• Strong understanding of customer service principles and best practices.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead, train, and mentor a remote CS team.
• Monitor performance metrics and drive improvements.
• Handle escalated inquiries and resolve issues effectively.
• Develop and update CS scripts, policies, and procedures.
• Ensure interactions meet company standards.

Skills

Leadership

Customer service management

CRM familiarity

Communication

Problem-solving

Conflict resolution

Tools

CRM systems

Customer service software

Job description

Placements24 is seeking a seasoned Remote Retail Customer Service Lead to oversee our remote customer support operations across South Africa. You will guide a distributed team, set service standards, and drive customer satisfaction with empathetic leadership.

In this role you will monitor metrics, coach agents, handle escalations, and refine scripts and policies to ensure consistent, high-quality interactions. Remote work offers flexibility and growth opportunities.