Customer Services Team Leader

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:

• Provide timely and quality responses to customer complaints and escalations across all channels.
• Ensure a customer-centric approach is embedded in all processes and interactions.
• Collaborate with other departments to ensure a seamless customer experience across all touch points.
• Manage day-to-day operations of the customer service team.
• Provide training and support to team members in complaints 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:

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