Remote Retail Team Lead: Customer Experience

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Remote work

Career development

Job summary

Placements24 is seeking a Retail Team Lead for a fully remote role focused on Customer Experience. You will lead a virtual team of customer service representatives, set performance expectations, and drive initiatives to elevate the customer journey across channels.

The ideal candidate has at least 4 years in customer service, including 2 years in leadership, excellent communication, coaching skills, and a proven track record of improving satisfaction.

Qualifications

• 4+ years in customer service, with 2+ in leadership.
• Experience leading remote teams and driving customer satisfaction.
• Strong communication and coaching skills.
• Proven ability to train and develop service excellence.
• Familiarity with remote work tools.

Responsibilities

• Lead and mentor a remote customer service team.
• Develop and deliver training on service excellence.
• Monitor feedback channels and identify improvements.
• Address customer issues proactively and escalate when needed.
• Collaborate with departments to ensure cohesive experiences.
• Analyze metrics and report team performance.
• Champion a customer-first culture.
• Stay updated on CX best practices.

Skills

Customer service

Remote leadership

Coaching

Communication

Team motivation

Tools

Slack

Zoom

CRM

Job description

Placements24 is seeking a Retail Team Lead for a fully remote role focused on Customer Experience. You will lead a virtual team of customer service representatives, set performance expectations, and drive initiatives to elevate the customer journey across channels.

The ideal candidate has at least 4 years in customer service, including 2 years in leadership, excellent communication, coaching skills, and a proven track record of improving satisfaction.