Senior Customer Support Lead

Placements24; Randburg; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

Provident fund

Job summary

WhatJobs Direct is seeking a seasoned Senior Customer Support Lead to oversee a team in Randburg, Gauteng. This on-site role focuses on mentoring staff, handling escalations, and driving service excellence across the department.

The ideal candidate will have proven leadership in customer service management, strong problem-solving abilities, and extensive experience with CRM and helpdesk systems. The role emphasizes collaboration, KPI monitoring, and ongoing process improvement.

Qualifications

• Proven experience in customer support leadership.
• Ability to lead and motivate a team.
• Strong customer service principles and practices.
• Excellent problem-solving, decision-making, conflict-resolution.
• Proficiency in CRM and helpdesk systems.
• On-site work in Randburg, Gauteng; bachelor's preferred.

Responsibilities

• Lead, mentor and manage a customer service team.
• Ensure SLAs are met and exceeded.
• Handle complex escalations and provide resolutions.
• Develop and implement customer service policies and procedures.
• Train new staff and coach existing team.
• Monitor KPIs and report to management.
• Collaborate with other departments for a unified customer experience.
• Drive initiatives to improve customer satisfaction and loyalty.

Skills

Leadership

Team management

CRM software

Data analysis

Communication

Problem solving

Education

Bachelor's degree in Business Administration

Tools

CRM software

Helpdesk software

Job description

About the Role

WhatJobs Direct is seeking an experienced and dynamic Senior Customer Support Lead for our operations in Randburg, Gauteng . This on-site role involves overseeing a team of customer service professionals, ensuring high standards of service delivery, and contributing to strategic support initiatives. You will be instrumental in mentoring your team, resolving complex customer escalations, and driving continuous improvement within the department. We are looking for a natural leader with a proven track record in customer service management and a passion for fostering a positive team environment. Your expertise will be vital in maintaining and enhancing our client's service excellence in the Gauteng region.

Key Responsibilities

• Lead, mentor, and manage a team of customer service representatives, fostering a high-performance culture.
• Oversee daily operations, ensuring service level agreements are met and exceeded.
• Handle complex customer escalations and provide expert resolutions.
• Develop and implement customer service policies and procedures.
• Train new team members and provide ongoing coaching to existing staff.
• Monitor key performance indicators (KPIs) and provide regular reports to management.
• Identify trends in customer inquiries and issues, recommending proactive solutions.
• Collaborate with other departments to ensure a unified customer experience.
• Drive initiatives to improve customer satisfaction and loyalty.
• Maintain up-to-date knowledge of company products, services, and industry best practices.

Requirements

• Proven experience in a customer support leadership or supervisory role.
• Demonstrated ability to lead and motivate a team.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency in CRM software and helpdesk management systems.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience with reporting and data analysis related to customer service performance.
• Must be able to work on-site in Randburg, Gauteng .
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

Our client offers a competitive salary, comprehensive medical aid and provident fund benefits, and significant opportunities for professional development. This leadership role provides a chance to make a tangible impact on the customer experience. You will benefit from a structured career path, performance-based incentives, and a dynamic work environment. We are committed to the growth and well-being of our employees.