This job offer is not available in your country.

Customer Services Team Lead

The Legends AgencyCape Town, Western Cape, South Africa

30+ days ago

Job description

Customer Service Team Leader Premium Lifestyle & Homeware Brand

Paarden Eiland, Cape Town (On-site)

Salary : R28,000 R38,000 CTC per month (experience-dependent)

Lead with heart. Serve with excellence. Inspire through quality.

A well-established, design-driven South African lifestyle and homeware brand is looking for an experienced Customer Service Team Leader to manage and inspire its dynamic support team in Cape Town. Known for its sculptural products and international customer base, the brand places customer satisfaction at the core of its business.

You'll play a pivotal role in driving a world-class service experience that matches the brands values : elegance, functionality, and creativity.

Key Responsibilities

Team Leadership & Performance

Lead and mentor a customer service team (phone, email, and online platforms), promoting a culture of service excellence.
Monitor daily operations to ensure SLAs, KPIs, and customer satisfaction goals are met.
Conduct regular performance reviews, coaching, and training sessions.

Operational Excellence

Oversee the processing of online orders, returns, exchanges, and customer queries across platforms.

Drive continuous improvement through service innovation and customer feedback analysis.

Ensure accurate use of CRM and ticketing systems and improve workflow efficiency.

Escalation & Problem Solving

Handle complex customer escalations professionally and in line with the brands tone and service standards.

Collaborate with logistics, e-commerce, retail, and product teams to resolve issues promptly and proactively.

Reporting & Insights

Generate weekly and monthly reports on customer service performance, complaints, trends, and opportunities for improvement.

Provide insights to support marketing, online sales, and product development teams.

Requirements

Minimum 3-5 years of experience in customer service, with at least 12 years in a team leader or supervisor role.

Experience in retail, e-commerce, or premium lifestyle / consumer goods brands.

Strong understanding of customer service platforms, CRM systems, and omnichannel communication.

Excellent communication skills (written and verbal), with a calm, diplomatic, and solution-driven approach.

A hands-on, empathetic leader who leads by example and thrives in a fast-paced, customer-centric environment.

Why join

Join a brand known for its creativity, innovation, and design integrity.

Work in a collaborative, values-driven culture where customer care is more than a departmentit's a brand pillar.

Be part of a team that supports both local and international customers, giving you scope for learning and impact.

Access employee discounts, professional development opportunities, and a beautiful work environment surrounded by creativity.

Ready to Apply?

If you're a confident communicator with a heart for service and a talent for team leadership, we would love to hear from you.

Create a job alert for this search

Team Lead • Cape Town, Western Cape, South Africa

Related jobs

Promoted

Service Advisor / After Sales Consultant

Westline Staffing SolutionsStellenbosch, South Africa

To strive in providing customers with a professional service experience whilst ensuring adequate communication between customers, parts and service departments in achieving customer satisfaction go...Show moreLast updated: 30+ days ago

Promoted

Network Customer Relationship Manager (CH1163)

CapitalHStellenbosch, South Africa

Our client, a leading payment aggregator and provider of secure payment solutions, is looking for a.This role is responsible for managing and expanding relationships with digital & banking payment ...Show moreLast updated: 30+ days ago

Promoted

Customer Success Operations Manager

Call Centre StaffingTygervalley, South Africa

Lead recruitment efforts to attract top talent for client response and administrative functions.Provide leadership, set clear targets, and create a collaborative, high-performance culture.Equip tea...Show moreLast updated: 30+ days ago

Promoted

Technical Support Analyst (Stellenbosch)

CuriskaStellenbosch, South Africa

Job Title : Help Desk Operations and Technical Support (Stellenbosch).Seeking a tech-savvy professional to provide first and second-line support for IT systems and cloud infrastructure.This role foc...Show moreLast updated: 30+ days ago

Promoted

IT Team Leader

HR GenieBellville, South Africa

We are seeking a highly skilled and motivated IT Technical Service Desk Team Lead to join our dynamic IT team.The ideal candidate will be responsible for leading a team of IT professionals, ensurin...Show moreLast updated: 30+ days ago

Promoted

Technical Sales Representative

SydsenMalmesbury, South Africa

Technical Sales Representative (TSR).The TSR will assess crop needs, conduct research and soil testing, provide tailored solutions, and establish long-term relationships with farmers.This role repo...Show moreLast updated: 18 days ago

Technical Team Lead

ParvanaCape Town, WC, za

Quick Apply

Our client is a global investment advisory firm focusing on long-term value creation through investment strategies.They work with a diverse group of institutional partners and pride themselves on t...Show moreLast updated: 1 day ago

Promoted

IT Technical Team Lead

HR GenieBellville, South Africa

IT Technical Team Lead In-House Infrastructure & Networking Expert.We are seeking a highly skilled, hands-on IT Technical Team Lead who excels in internal infrastructure builds, troubleshootin...Show moreLast updated: 30+ days ago

Promoted

Operations Team Lead

Lesley Snyman & AssociatesCape Town, South Africa

To oversee mobile cleaning teams within the extraction cleaning division, responsible for ensuring job cards and SLAs are completed, managing equipment and vehicle readiness, and planning daily rou...Show moreLast updated: 30+ days ago

Promoted

Senior Business Analyst (CH1160)

CapitalHStellenbosch, South Africa

Our client, a leading payment aggregator and provider of secure payment solutions, is looking for a.This role supports the development and delivery of innovative payment products by translating bus...Show moreLast updated: 18 days ago

Promoted

Senior Reservations Consultant (Durbanville)

Wild Dreams HospitalityDurbanville, South Africa

Their lodges are handpicked for their uniqueness, remote beauty, and commitment to protecting Africas wild places.A Tour Operating background, to handle complex travel logistics and understand remo...Show moreLast updated: 17 days ago

Promoted

Customer Services Team Leader

Call Centre StaffingCape Town, South Africa

Provide timely and quality responses to customer complaints and escalations across all channels.Ensure a customer-centric approach is embedded in all processes and interactions.Collaborate with oth...Show moreLast updated: 30+ days ago

New!

Multi-Channel Service Team Leader

CollinsonCape Town, Western Cape, ZA

Quick Apply

We use our expertise and products to craft customer experiences.Our range of services helps global brand acquire, engage and retain choice-rich customers. Collinson International Limited.Registered ...Show moreLast updated: 17 hours ago

Promoted

Pr Archictect : Team Lead

SydsenPlattekloof, South Africa

Consulting Engineering and Construction.Professional Registration as a Professional Architect (PrArch with SACAP).Minimum of 5 years of post-registration experience. Experience in the construction i...Show moreLast updated: 21 days ago

Team Lead

BoldrCape Town, Western Cape, ZA

Remote

Quick Apply

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.We are a global team, uni...Show moreLast updated: 30+ days ago

Customer Service Team Manager

KeenCape Town, Western Cape, ZA

Quick Apply

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses.From digital marketing and creative to customer experience, we craft bold, high-performance di...Show moreLast updated: 30+ days ago

Promoted

Customer Resolution Analyst

Mindmatch ConsultingCape Town, South Africa

This is not your ordinary customer service role, this needs someone with a curious mind, who has done Tier 3 customer service. Well spoken, must have customer service – at least 4 years, must have r...Show moreLast updated: 30+ days ago

Promoted

Insurance Sales Team Leader

Callforce DirectCape Town, South Africa

Sales (Bank Insurance Campaign).To lead and manage a high-performing team of insurance sales agents in a BPO environment, ensuring that sales targets, compliance requirements, and service levels ar...Show moreLast updated: 30+ days ago