Team Lead, Customer Support Operations

Placements24; Benoni; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Health insurance

Remote work with occasional on-site in

Training & development

Annual leave

Employee assistance program

Job summary

Placements24 in Benoni, Gauteng is seeking a Team Lead for Customer Support Operations to guide a team of service representatives and ensure high-quality support delivery.

You will coach staff, monitor KPIs such as response times and resolution rates, and drive process improvements in a fast-paced environment, with remote work flexibility and occasional meetings in Benoni.

Qualifications

• Bachelor's degree or equivalent experience.
• At least 3 years in customer support with 1 year in a supervisory role.
• Proven leadership and team management skills.
• Strong knowledge of customer service principles and best practices.
• Excellent communication, analytical and decision-making abilities.

Responsibilities

• Lead and motivate a team of customer support representatives to meet performance goals.
• Oversee daily operations and ensure high service standards in Benoni.
• Monitor KPIs like response times, resolution rates, and CSAT.
• Develop strategies to improve processes and efficiency.
• Handle escalated inquiries with timely resolutions.
• Conduct regular team meetings, performance reviews, and feedback.
• Train new staff and foster ongoing development.
• Collaborate with other departments to ensure a seamless customer journey.
• Maintain accurate records of interactions and operational data.

Skills

Leadership

Customer service

Team management

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is seeking a motivated and experienced Team Lead for Customer Support Operations to manage and guide a team of customer service representatives in Benoni, Gauteng . This role is pivotal in ensuring the delivery of exceptional customer support, optimizing team performance, and implementing efficient operational processes. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a proactive approach to problem-solving. You will be responsible for coaching your team, monitoring service levels, and contributing to the continuous improvement of customer support operations. This position offers the opportunity to lead a dedicated team and make a significant impact on customer satisfaction. We are looking for an individual passionate about service excellence and team development. The role requires excellent communication skills and the ability to manage performance effectively in a fast-paced environment.

Key Responsibilities

• Lead, mentor, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily operations, ensuring high standards of customer service delivery in Benoni .
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Develop and implement strategies to improve customer support processes and efficiency.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Conduct regular team meetings, performance reviews, and provide constructive feedback.
• Train new team members and ensure ongoing development of existing staff.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain accurate records of customer interactions and operational data.
• Contribute to the development and implementation of customer support policies and procedures.

Requirements

• Bachelor's degree or equivalent experience in a related field.
• Minimum of 3 years of experience in customer support or a similar role, with at least 1 year in a supervisory or team lead capacity.
• Proven leadership and team management skills.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving, analytical, and decision-making abilities.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency in customer relationship management (CRM) software and ticketing systems.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with the operational landscape in Benoni, Gauteng is advantageous.
• A positive attitude and commitment to driving customer satisfaction.

Benefits

Our client offers a competitive salary package, along with performance-based incentives. Comprehensive health insurance coverage is provided. This role is primarily remote, offering significant flexibility for work-life balance, with occasional team meetings in the Benoni area. Employees have access to continuous training and development opportunities, enhancing their skills and career prospects. Join a supportive and collaborative team environment focused on delivering outstanding customer experiences. Additional benefits include generous annual leave and employee assistance programs. This is a great opportunity to lead and develop a customer support team for our client in Benoni .