Retail Customer Service Lead

Placements24; Benoni; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary and incentives

Health and wellness benefits

Employee discounts

Professional growth opportunities

Supportive team environment

Job summary

Placements24 in Benoni seeks a dedicated Retail Customer Service Lead to guide the store's front-line team and ensure an exceptional customer experience. You will mentor staff, resolve complex inquiries with empathy, and drive loyalty through consistent service excellence.

You will monitor feedback, implement service improvements, and collaborate with other departments to enhance the overall shopping experience in a fast-paced retail environment.

Qualifications

• Previous experience in a customer service role with leadership capabilities.
• Excellent communication, active listening, and conflict-resolution skills.
• Strong problem-solving abilities and a patient demeanor.
• CRM familiarity is a plus.
• Ability to work effectively in a fast-paced retail setting in Benoni.

Responsibilities

• Lead and train customer service representatives, fostering a culture of exceptional service.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Monitor customer feedback and implement strategies to improve customer satisfaction scores.
• Ensure adherence to customer service policies and procedures across the store.
• Collaborate with other departments to address customer needs and enhance the overall shopping experience.

Skills

Leadership

Customer service

Communication

CRM familiarity

Conflict resolution

Retail environment

Job description

About the Role

Our client is seeking a dedicated and customer-centric Retail Customer Service Lead to guide their team in Benoni . This role is responsible for ensuring an exceptional customer experience, handling complex inquiries, and mentoring front-line staff. You will be the point person for customer service excellence, resolving issues with empathy and efficiency, and driving customer loyalty. The ideal candidate is passionate about service, possesses strong communication skills, and thrives in a dynamic retail environment.

Key Responsibilities

• Lead and train customer service representatives, fostering a culture of exceptional service.
• Handle escalated customer complaints and complex inquiries, providing timely and effective resolutions.
• Monitor customer feedback and implement strategies to improve customer satisfaction scores.
• Ensure adherence to customer service policies and procedures across the store.
• Collaborate with other departments to address customer needs and enhance the overall shopping experience.

Requirements

• Previous experience in a customer service role, with proven leadership capabilities.
• Excellent communication, active listening, and conflict-resolution skills.
• Strong problem-solving abilities and a patient demeanor.
• Familiarity with customer relationship management (CRM) systems is a plus.
• Ability to work effectively in a fast-paced retail setting in Benoni.

Benefits

• Competitive salary and performance incentives.
• Health and wellness benefits.
• Employee discounts on a wide range of products.
• Opportunities for professional growth and development in customer relations.
• A supportive team environment focused on customer satisfaction.