Retail Customer Service Lead

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

About the Role Our client, a popular retail chain, is looking for an experienced and personable Retail Customer Service Lead to join their team in Soweto, Gauteng . This role is dedicated to ensuring every customer has a positive and memorable experience. The Customer Service Lead will oversee the customer service desk, manage customer interactions, resolve issues, and train customer service staff. The ideal candidate possesses exceptional communication and problem-solving skills, a friendly demeanor, and a genuine passion for customer satisfaction. This is a fantastic opportunity to take a leadership role in customer relations within the retail sector in Soweto, Gauteng , contributing to brand loyalty and store success. You will be responsible for setting high standards for customer care and ensuring these are met consistently by the team. We are seeking an individual who is proactive, empathetic, and capable of handling diverse customer needs with professionalism and efficiency. Join a customer-centric organization that values its employees and provides opportunities for growth in a vibrant retail setting. Your commitment to excellence in customer service will be highly valued and recognized.

Key Responsibilities

• Lead and manage the customer service desk operations, ensuring smooth and efficient service.
• Provide exceptional customer 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.

Requirements

• Previous experience in a customer service role, with proven experience in a lead or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Ability to remain calm and professional under pressure.
• Proficiency in using customer service software and POS systems.
• Strong organizational and time-management skills.
• Ability to train and motivate a team.
• A positive attitude and genuine passion for helping customers.
• Flexibility to work varied shifts, including weekends and some public holidays.
• High school diploma or equivalent required; further education in customer service or business is a plus.
• Experience working in the retail environment of Soweto, Gauteng is advantageous.

Benefits

• Competitive salary.
• Performance-based incentives for exceeding customer service goals.
• Opportunities for professional development and leadership training.
• Staff discount on store merchandise.
• Supportive team environment focused on customer success.
• Pension fund contribution.
• Exposure to diverse customer interactions and problem-solving scenarios.