Remote Retail Customer Service Lead

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

About the Role

Our client is looking for an experienced and empathetic Remote Retail Customer Service Lead to manage their customer support operations. This role is critical in ensuring our customers receive exceptional service and support, regardless of their location. You will lead a remote team of customer service representatives, providing guidance, training, and ensuring adherence to service standards. This is a key position within the company, driving customer satisfaction and loyalty across all touchpoints, working within a culture that values remote work and customer‑centricity.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.


• Monitor customer service performance metrics and implement strategies for improvement.


• Handle escalated customer inquiries and complaints, resolving issues effectively.


• Develop and update customer service scripts, policies, and procedures.


• Ensure all customer interactions are professional, courteous, and meet company standards.

Requirements

• Previous experience in customer service management, preferably in a remote setting.


• Proven ability to lead and motivate a remote team.


• Strong understanding of customer service principles and best practices.


• Excellent communication, problem‑solving, and conflict‑resolution skills.


• Proficiency with customer service software and CRM systems.

Benefits

• Competitive salary and performance‑based incentives for remote leadership.


• Opportunity to lead a fully remote team from anywhere in South Africa.


• Comprehensive health and wellness benefits.


• Professional development opportunities and training.


• A collaborative and supportive remote work culture.