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

About the Role

Our client, a customer-centric retail organization, is looking for a passionate and experienced Retail Team Lead focused on Customer Experience. This is a remote position, offering the opportunity to lead and inspire a virtual team dedicated to providing exceptional service. You will be responsible for setting the standard for customer interaction, training team members on service excellence, and developing strategies to enhance the overall customer journey. The ideal candidate will have a strong background in customer service within a retail context, outstanding communication skills, and the ability to motivate and guide a remote workforce. This role is crucial for maintaining our client's reputation for outstanding customer care and driving customer loyalty through innovative service initiatives. Join us remotely and be at the forefront of shaping positive customer interactions for our client.

Key Responsibilities

• Lead and mentor a remote team of customer service representatives, setting clear expectations and performance goals.
• Develop and implement training programs focused on enhancing customer service skills and product knowledge.
• Monitor customer feedback channels (e.g., reviews, surveys, social media) and identify areas for improvement.
• Develop strategies to proactively address customer issues and enhance satisfaction.
• Act as an escalation point for complex customer inquiries and complaints.
• Collaborate with other departments to ensure a cohesive and positive customer experience across all touchpoints.
• Analyze customer service metrics and report on team performance to management.
• Champion a customer-first culture within the remote team and across the organization.
• Stay updated on best practices in customer experience management and remote team leadership.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role, preferably in a remote setting.
• Proven track record of delivering exceptional customer service and driving customer satisfaction.
• Strong understanding of customer service principles and best practices.
• Excellent communication, coaching, and interpersonal skills.
• Experience with remote team management tools and platforms (e.g., Slack, Zoom, CRM systems).
• Ability to work independently, manage time effectively, and maintain high productivity in a remote environment.
• A stable internet connection and a dedicated home office setup are required.
• Passion for delivering outstanding customer experiences.

Benefits

This fully remote position offers a competitive salary, opportunities for professional development, and the chance to shape the customer experience strategy for a growing company. Our client values work-life balance and provides a supportive remote work environment. You will be part of a team that is dedicated to making a real difference in how customers interact with our client's brand, all from the convenience of your own home. Join us in revolutionizing customer service in the retail sector.