Customer Service Team Lead

Job Description

Join us as a Customer Service Team Lead where you will manage a team of customer support agents, focusing on service excellence and enhancing team performance through motivation and training.

Responsibilities

• Manage day-to-day operations of the customer service team.
• Ensure high levels of customer satisfaction by promptly resolving issues.
• Analyze customer feedback and adjust team processes accordingly.
• Create and maintain a standard for quality customer service.
• Assist in the recruitment and training of new customer service representatives.
• Keep abreast of industry best practices to improve customer service strategies.
• Prepare and present quarterly reports to management on team performance.
• Encourage team collaboration and a culture of continuous improvement.

Requirements

Education

• Bachelor's degree in Marketing or Communications is preferred

Experience

• 5+ years in customer service, with solid supervisory experience

Technical Skills

• Microsoft Office Suite
• Helpdesk Software

Soft Skills

• Problem Solving
• Team player

Certifications

• Certified Customer Service Manager

Languages

• English: Fluent

Advantageous

• Proficiency in additional South African languages: Familiarity with languages such as Zulu or Xhosa can be beneficial.
• Experience in a leadership role within the customer service sector: Demonstrated success in leading customer support teams.

Benefits

• Comprehensive medical aid coverage
• Retirement savings plan with company contributions
• Paid time off and holiday leave
• Employee wellness programs

Company Culture

• Growth and Development: We invest in your growth and development through training and progression opportunities.
• Customer-Centric Approach: Our culture centers on delivering exceptional customer experiences.
• Supportive Environment: We foster a supportive workplace where everyone can thrive.