Customer Services Team Leader

2 weeks ago

Cape Town, Western Cape, South Africa Call Centre Staffing Full time R600 000 - R1 200 000 per year

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, with a background in team management and a proven record of delivering exceptional customer service. While driving continuous improvement based on the feedback received from their customers.

Managing a small team of Customer Service Agents based remotely from South Africa. Ensuring that they lead by example in being a customer advocate in the business.

Responsibilities:

  • Ensure a customer-centric approach is embedded in all processes and interactions.
  • Provide timely and 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 the team adhere to our quality metrics.

Must-haves:

  • Zendesk Experience
  • 4 years of Management / Team Leader experience on an online retail campaign.
  • E-commerce Customer Service Experience ( a must-have).
  • Complaint handling experience (essential).
  • Marketplace experience (eBay, Amazon, TIKTOK).
  • Social Media experience.

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