Senior Customer Service Lead – Mentor, Resolve & Improve

Placements24; Gauteng; Remote; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical aid

Retirement fund

Training and development

Career progression

Collaborative work environment

Job summary

Placements24 is seeking an experienced Customer Service Lead to guide their Soweto-based support team within Gauteng. The role focuses on setting service standards, mentoring staff, and delivering exceptional customer satisfaction through daily operations and process improvements.

This leadership position also supports a scalable remote customer service function, emphasizing performance, training, and high-quality customer interactions.

Qualifications

• Proven experience in a customer service supervisory or leadership role.
• Strong understanding of customer service best practices and call center operations.
• Excellent leadership, communication, and interpersonal skills.

Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily customer service operations, ensuring efficiency and quality of service.
• Handle and resolve complex customer escalations and complaints effectively.
• Develop and implement customer service policies and procedures to enhance client satisfaction.
• Monitor KPIs and provide regular reports to management.
• Identify training needs for the team and conduct coaching sessions to improve skills.

Skills

Leadership

Customer service

Call center operations

CRM systems

Communication

Job description

Our client is searching for an experienced and dynamic Customer Service Lead to guide their support team in Soweto . This leadership role is critical for setting service standards, mentoring team members, and ensuring exceptional customer satisfaction. You will oversee daily operations, handle escalated issues, and contribute to the continuous improvement of customer service processes. This position offers a significant opportunity for a motivated leader to make a tangible impact on customer relations within the Gauteng region, fostering a high-performance team culture.

About the Role

Our client is searching for an experienced and dynamic Customer Service Lead to guide their support team in Soweto . This leadership role is critical for setting service standards, mentoring team members, and ensuring exceptional customer satisfaction. You will oversee daily operations, handle escalated issues, and contribute to the continuous improvement of customer service processes. This position offers a significant opportunity for a motivated leader to make a tangible impact on customer relations within the Gauteng region, fostering a high-performance team culture.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to achieve performance goals.
• Oversee daily customer service operations, ensuring efficiency and quality of service.
• Handle and resolve complex customer escalations and complaints effectively.
• Develop and implement customer service policies and procedures to enhance client satisfaction.
• Monitor key performance indicators (KPIs) and provide regular reports to management.
• Identify training needs for the team and conduct coaching sessions to improve skills.

Requirements

• Proven experience in a customer service supervisory or leadership role.
• Strong understanding of customer service best practices and call center operations .
• Excellent leadership, communication, and interpersonal skills.
• Ability to problem-solve and make sound decisions under pressure.
• Proficiency in CRM systems and customer service software.
• Commitment to continuous improvement and team development in Soweto .

Benefits

• Competitive salary with leadership bonus opportunities.
• Comprehensive medical aid and retirement fund contributions.
• Extensive training and development programs for career growth.
• A supportive leadership team and collaborative work environment.
• Opportunities for career progression within the organization.

Our client is seeking an experienced and dynamic Remote Customer Service Lead to manage and mentor their fully remote customer service team. In this pivotal role, you will be responsible for overseeing daily operations, ensuring high standards of customer service delivery, and fostering a positive and productive remote work environment. You will guide a team of customer service representatives, provide training, and implement strategies to enhance customer satisfaction and loyalty. This is an exceptional opportunity for a seasoned leader to shape the customer experience for a growing company, working entirely from home