Customer Service Team Lead
Placements24 • Vereeniging, Gauteng, ZA
2 days ago
Job description
About the Role
Our client is looking for an experienced and dynamic Customer Service Team Lead to guide their team in Vereeniging . This leadership role is responsible for overseeing the daily operations of the customer service department, ensuring the team provides exceptional support and meets performance targets. You will motivate, coach, and develop customer service representatives, fostering a positive and high-achieving work environment. This is an opportunity to make a significant impact by driving service excellence and contributing to the overall success of the customer support function.
Key Responsibilities
- Lead, mentor, and manage a team of customer service representatives, setting clear performance expectations.
- Monitor team performance, analyze key metrics, and implement strategies to improve efficiency and customer satisfaction.
- Handle escalated customer issues, providing timely and effective resolutions.
- Develop and deliver training programs to enhance team skills and product knowledge.
- Ensure adherence to company policies and procedures, and maintain high standards of service quality.
- Collaborate with management to develop and implement customer service strategies and initiatives.
Requirements
- Proven experience in a customer service leadership or supervisory role.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and team management skills.
- Exceptional communication, problem-solving, and conflict resolution abilities.
- Proficiency in CRM systems and customer support software.
- Ability to work effectively in a hybrid environment, balancing on-site and remote team management.
Benefits
- Competitive salary with performance-based bonuses and incentives.
- Hybrid work arrangement offering flexibility and work-life balance.
- Opportunities for career growth and leadership development.
- Comprehensive health benefits and retirement planning options.
- A supportive team culture that values collaboration and continuous improvement.
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