Customer Service Lead

Job Description

We are on the lookout for a Customer Service Lead who will play a vital role in leading our customer support team. This position is crucial in ensuring that our clients receive exceptional service and support, and that their needs are met with efficiency and professionalism.

Responsibilities

• Oversee daily operations of the customer support team to ensure seamless service.
• Conduct regular performance reviews and provide feedback to team members.
• Create training materials and conduct onboarding for new hires.
• Compile and analyze feedback from customers to drive service enhancements.
• Serve as a liaison between the customer support team and management.
• Ensure compliance with company policies and regulatory requirements.
• Participate in meetings with the management to strategize improvements.
• Utilize customer service software to track performance and resolve issues.
• Drive initiatives aimed at improving customer satisfaction ratings.
• Contribute to the overall growth and development of the customer support function.

Requirements

Education

• Bachelor's degree in a relevant field

Experience

• 5+ years of experience in customer service roles with at least 2 years in a supervisory role

Technical Skills

• Customer Support Software
• Project Management Software

Soft Skills

• Interpersonal Skills
• Adaptability

Certifications

• Certified Customer Service Manager (CCSM)

Languages

• English: Fluent
• Xhosa: Basic

Advantageous

• Familiarity with Agile methodologies: Understanding of Agile project management principles applied to customer service.
• Experience in customer experience (CX) design: Knowledge of designing and implementing successful customer journeys.

Benefits

• Generous leave policy
• Continuous professional development opportunities
• Work from home options available
• Employee discounts on services

Company Culture

• Community Engagement: We actively support community initiatives and encourage employees to get involved.
• Continuous Improvement: We strive for continuous improvement in all aspects of our work.
• Respect for Diversity: We respect and embrace diversity in our workforce and strive for an inclusive workplace.