Customer Support Lead

Job Description

We are seeking a proactive Customer Support Lead in Cape Town to drive the customer support strategy, enhance customer satisfaction, and lead a vibrant team. This role demands a strong leader with a passion for nurturing talent and delivering top-notch service.

Responsibilities

• Lead initiatives to enhance customer retention and loyalty.
• Prepare reports on team performance and customer feedback.
• Identify training needs and arrange relevant training programs.
• Actively contribute to the development of customer service policies.
• Assist in recruitment and onboarding of new team members.
• Showcase a can-do attitude and inspire the team to achieve targets.
• Engage with customers via multiple channels effectively.

Requirements

Education

• Bachelor's degree in Management or related field
• Degree in Psychology or Human Resources is beneficial

Experience

• 5+ years of supervisory experience in customer-facing roles

Technical Skills

• Help Desk Software
• Project Management

Soft Skills

• Conflict Resolution
• Empathy

Certifications

• Customer Service Excellence Certification
• Project Management Professional (PMP) certification is advantageous

Languages

• English: Fluent
• Xhosa: Conversational

Advantageous

• Experience with Social Media Customer Service: Knowledgeable in managing customer interactions via social media channels.
• Understanding of Multichannel Support: Proficient in utilizing various channels to provide customer support.

Benefits

• Comprehensive benefits package including medical aid
• Generous leave policies and work-life balance
• Professional development and training opportunities
• Annual company retreats

Company Culture

• Innovation: Innovation is at the heart of what we do, driving us to create better solutions for our customers.
• Open Communication: We promote open communication across all levels to foster transparency and trust.
• Responsibility: We hold ourselves accountable to our customers and each other, ensuring we meet our commitments.