Remote Retail Support & Delight Specialist

Placements24; South Africa; Hybrid; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Hybrid work arrangement

Career advancement opportunities

Supportive team environment

Job summary

Placements24 is seeking an experienced Customer Service Lead to manage remote customer support for a retail business. You will oversee a team of representatives, ensure high satisfaction, and implement best practices for remote support in a hybrid model.

Responsibilities include coaching the team, developing policies, monitoring channels, handling escalations, analyzing feedback, and collaborating with other departments to close service gaps.

Qualifications

• Minimum of 4 years in customer service management
• Experience managing remote or distributed teams
• Hybrid or remote work experience

Responsibilities

• Lead, train, and mentor a remote customer service team with clear goals
• Develop and refine policies to enhance satisfaction and efficiency
• Monitor interactions across phone, email, chat for quality and adherence to standards
• Handle escalated complaints and complex inquiries with timely resolutions
• Analyze feedback and metrics to identify trends and drive improvements in service delivery
• Collaborate with other departments to address product issues and close service gaps

Skills

Customer service leadership

Remote team management

CRM software

Problem solving

Conflict resolution

Customer service principles

Tools

CRM software

Job description

Customer Service Lead

Our client is looking for an experienced and empathetic Customer Service Lead to manage their remote customer support operations for their retail business. This role involves overseeing a team of customer service representatives, ensuring exceptional customer satisfaction, and implementing best practices for remote support. You will play a crucial role in maintaining high service standards and resolving complex customer issues. This position offers a hybrid work model, allowing for flexibility while ensuring effective team collaboration and oversight.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives, setting performance goals and conducting regular evaluations.
• Develop and refine customer service policies and procedures to enhance customer satisfaction and operational efficiency.
• Monitor customer interactions across various channels (phone, email, chat) to ensure quality and adherence to company standards.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Analyze customer feedback and service metrics to identify trends and implement improvements in service delivery.
• Collaborate with other departments to address product issues, service gaps, and improve the overall customer journey.

Requirements

• Minimum of 4 years of experience in customer service management, preferably within the retail sector.
• Proven experience in managing remote or distributed customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, problem-solving, and conflict-resolution skills.
• Proficiency in customer relationship management (CRM) software and customer service platforms.
• Experience working in a hybrid or remote work environment.

Benefits

• Competitive salary with performance-based incentives.
• Hybrid work arrangement providing flexibility between remote and office work.
• Comprehensive health, dental, and vision insurance.
• Opportunities for career advancement within the customer service department.
• Supportive team environment focused on employee development and customer satisfaction.

Locations: United Kingdom, South Africa.

Contract type: Full time.

Salary: Competitive salary with performance-based incentives.