Customer Care Team Lead

Our client, a prominent e-commerce platform, is seeking an experienced and dynamic Customer Care Team Lead to guide their support operations in East London, Eastern Cape, ZA
. This role is essential for ensuring high standards of customer service delivery and fostering a collaborative, high-performing team environment. You will be responsible for supervising a team of customer care representatives, optimizing workflows, and driving customer satisfaction initiatives. This position features a Hybrid work arrangement, allowing for a blend of in-office mentorship and remote flexibility. We are committed to building a strong, customer-centric culture and are looking for a leader who can inspire and motivate their team to achieve excellence.

Your leadership will be key to enhancing our client's reputation and customer loyalty.

• Lead, coach, and mentor a team of customer care representatives to ensure exceptional service delivery.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
• Manage daily operations, including scheduling, workload distribution, and ensuring adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex issues, resolving them efficiently and effectively.
• Identify training needs for the team and facilitate ongoing professional development.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Contribute to the development and refinement of customer service policies and procedures.

• Proven leadership experience in a customer service or call center environment (minimum 3 years).
• Demonstrated ability to motivate and manage a team effectively.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Experience with customer relationship management (CRM) systems and helpdesk software.
• Ability to analyze data and translate insights into actionable improvements.
• Strong organizational and time management skills, with the ability to manage a Hybrid schedule.
• Proficiency in problem-solving and decision-making.
• A relevant degree or certification in business management or a related field is an advantage.

Our client offers an attractive salary of R per annum
, along with performance-based bonuses. Benefits include comprehensive medical coverage, a retirement savings plan, and paid time off. Professional development opportunities and career advancement within a growing organization are readily available. This Hybrid role offers a great work-life balance, with time spent collaborating in our modern office in East London, Eastern Cape, ZA
, and the flexibility of remote work. Join a supportive and innovative team dedicated to customer excellence.