Customer Services Team Leader

Our client is seeking an experienced Customer Service Leader to enhance the team’s capability in handling customer complaints effectively with a customer‑first approach. The ideal candidate will possess strong leadership skills, a background in team management, and a proven record of delivering exceptional customer service while driving continuous improvement based on customer feedback.

Managing a small team of Customer Service Agents who work remotely from South Africa. Ensure the team leads by example as customer advocates in the business.

Responsibilities

• Embed a customer‑centric approach in all processes and interactions.
• Provide timely, quality responses to customer complaints and escalations across all channels.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Manage day‑to‑day operations of the customer service team.
• Provide training and support to team members in complaint handling and customer service skills.
• Contribute to a positive team culture and motivate staff towards achieving performance targets.
• Monitor team performance and ensure adherence to quality metrics.

Must‑Haves

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Industry

Human Resources Services

Cape Town, Western Cape, South Africa

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