Customer Support Lead - Service Excellence

About the Role

Our client, WhatJobs Direct, is seeking an experienced and dynamic Customer Support Lead to oversee their operations in Pretoria, Gauteng . This leadership role is responsible for guiding a team of customer service professionals, ensuring the delivery of exceptional service, and driving continuous improvement in customer satisfaction. The ideal candidate will have a proven track record in customer support management, a passion for mentoring and developing talent, and a strategic mindset focused on enhancing the overall customer experience. You will play a critical role in shaping our client's service delivery standards and fostering a customer-centric culture. This position offers a significant opportunity for professional growth within a reputable organization.

Key Responsibilities

• Lead, manage, and motivate a team of customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and identify areas for improvement.
• Develop and implement best practices for customer service operations.
• Handle complex customer escalations and ensure timely resolution.
• Collaborate with other departments to streamline processes and improve customer satisfaction.
• Conduct training sessions for new hires and ongoing professional development for the team.
• Ensure adherence to company policies and service level agreements (SLAs).
• Contribute to the strategic planning and execution of customer service initiatives.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Strong leadership, coaching, and performance management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proven experience in developing and implementing customer service strategies.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in the technology or service industry is advantageous.
• Must be able to work a Hybrid schedule in Pretoria, Gauteng .

Benefits

• Attractive annual salary with performance-based incentives.
• Comprehensive health insurance coverage.
• Opportunities for career advancement and leadership development.
• A dynamic and collaborative team environment.
• Contribution to a company that prioritizes customer satisfaction.
• Access to continuous training and skill development programs.
• Company-sponsored events and team-building activities.

#J-18808-Ljbffr