Customer Support Team Lead
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About the Role
Our client, a rapidly expanding e-commerce platform, is seeking a dynamic and experienced Customer Support Team Lead to manage and mentor their customer service operations in Durban, KwaZulu-Natal. This pivotal role requires a leader with a proven track record in customer service management, operational efficiency, and team development. You will be responsible for overseeing the day-to-day activities of the support team, ensuring service excellence and driving performance improvements. This is an on-site position, offering the opportunity to foster strong team cohesion and direct collaboration within our client's Durban headquarters. The successful candidate will play a key role in shaping the customer support strategy and upholding the company's reputation for outstanding service.
Key Responsibilities
- Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
- Monitor team performance, analyze key metrics, and implement strategies for continuous improvement.
- Handle escalated customer issues and complaints, ensuring swift and satisfactory resolutions.
- Develop and implement training programs for new and existing team members.
- Oversee the scheduling and resource allocation for the customer support team.
- Collaborate with other department heads to streamline customer service processes.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure adherence to company policies, procedures, and service level agreements.
- Contribute to the strategic planning and development of the customer support function.
Requirements
- Minimum of 6 years of experience in customer service, with at least 3 years in a supervisory or leadership role.
- Demonstrated experience in managing and developing customer support teams.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in customer service software and reporting tools.
- Ability to analyze data and make informed decisions to improve service quality.
- Experience in the e-commerce sector is a significant advantage.
- Located in or willing to relocate to Durban, KwaZulu-Natal.
- A relevant tertiary qualification is preferred.
Benefits
- Attractive annual salary of Rand.
- Opportunity to lead a dedicated and high-performing team.
- Be part of a growing and dynamic company with a strong market presence.
- Comprehensive medical aid and retirement fund benefits.
- On-site work environment fostering team collaboration.
- Generous leave allowance.
- Employee discounts on company products.
- Continuous training and development opportunities.
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