Customer Service Team Lead

Our client, a reputable leader in the e-commerce sector, is seeking an experienced and dynamic Customer Service Team Lead to manage and inspire their support team in Durban, Kwa Zulu-Natal, ZA. This is a crucial on-site role where you will be responsible for overseeing daily operations, ensuring exceptional customer service delivery, and fostering a high-performance team culture. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices.

You will play a key role in coaching, mentoring, and motivating team members to achieve their performance goals and contribute to overall customer satisfaction. This is a fantastic opportunity to take on a leadership position within a thriving organization and make a tangible impact on customer experience. We are looking for a proactive individual who can drive continuous improvement within the customer service department.

Your leadership will be vital in maintaining our commitment to outstanding customer support.

• Lead, train, and mentor a team of customer service representatives to ensure high-quality service delivery.
• Monitor team performance, set clear objectives, and provide regular feedback and coaching.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolutions.
• Develop and implement customer service policies and procedures to improve efficiency and effectiveness.
• Analyze customer feedback and service data to identify areas for improvement and implement corrective actions.
• Ensure the team meets or exceeds key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Collaborate with other departments to resolve customer issues and enhance the overall customer journey.
• Manage team schedules, workload distribution, and operational flow.
• Contribute to hiring and onboarding processes for new customer service team members.
• Foster a positive and motivating team environment that encourages collaboration and continuous learning.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and motivational skills.
• Strong understanding of customer service principles and best practices.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in CRM software and customer support platforms.
• Excellent communication and interpersonal skills, with the ability to de-escalate challenging situations.
• Ability to manage and analyze performance data to drive improvements.
• Strong organizational and time management skills.
• Must be able to work full-time in our Durban, Kwa Zulu-Natal, ZA office.
• A commitment to delivering outstanding customer experiences.

• Competitive salary and performance-based bonuses.
• Opportunity to lead a dedicated customer service team in a growing company.
• Comprehensive benefits package including health insurance.
• Structured training and professional development programs.
• Supportive and collaborative work environment in Durban, Kwa Zulu-Natal, ZA.
• Opportunities for career advancement within the organization.
• Work closely with a company committed to customer satisfaction.
• Convenient office location in Durban, Kwa Zulu-Natal, ZA.