Retail Customer Experience Lead - Train & Inspire Team

Placements24; Soweto; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Leadership training

Staff discount

Pension plan

Growth opportunities

Job summary

Placements24 is sourcing an experienced Retail Customer Service Lead for a popular retail chain in Soweto, Gauteng. The role oversees the customer service desk, resolves issues, and trains staff to uphold service standards, contributing to brand loyalty and store success.

The ideal candidate has strong communication and problem-solving skills, thrives under pressure, and can lead a team to deliver exceptional customer experiences across varied shifts, including weekends and public holidays.

Qualifications

• Leadership experience in a supervisory customer service role.
• Excellent communication and conflict-resolution skills.
• Ability to train and mentor a team.
• Proficiency with POS systems and customer service software.
• Strong organizational and time-management abilities.

Responsibilities

• Lead and manage the customer service desk operations.
• Provide exceptional service, resolving inquiries, complaints, and issues promptly and effectively.
• Train, mentor, and supervise customer service representatives, ensuring they adhere to company standards.
• Develop and implement strategies to enhance the overall customer experience.
• Handle escalated customer complaints and ensure satisfactory resolution.
• Maintain a thorough knowledge of store products, services, and policies.
• Process returns, exchanges, and other customer transactions accurately.
• Monitor customer feedback and identify areas for improvement in service delivery.
• Ensure the customer service area is well-organized, clean, and presentable.
• Collaborate with other store departments to address customer needs effectively.
• Contribute to achieving customer satisfaction and loyalty goals.
• Act as a point of contact for customer inquiries regarding store promotions and events.

Skills

Leadership

Customer service

Communication

Conflict resolution

Training staff

POS systems

Education

High school diploma

Tools

POS systems

Customer service software

Job description

Placements24 is sourcing an experienced Retail Customer Service Lead for a popular retail chain in Soweto, Gauteng. The role oversees the customer service desk, resolves issues, and trains staff to uphold service standards, contributing to brand loyalty and store success.

The ideal candidate has strong communication and problem-solving skills, thrives under pressure, and can lead a team to deliver exceptional customer experiences across varied shifts, including weekends and public holidays.