E-commerce Customer Service Lead

About the Role

Our client is looking for a dedicated and empathetic E-commerce Customer Service Lead to manage their customer support operations in Paarl . This role is essential for ensuring customer satisfaction and retention by leading a team that provides exceptional service. You will handle escalated customer issues, train and mentor customer service representatives, and implement strategies to improve the overall customer experience.

The ideal candidate has a passion for service excellence and strong leadership capabilities within an e-commerce context.

• Lead and manage the customer service team , providing guidance, training, and performance evaluations.
• Handle escalated customer inquiries and resolve complex issues promptly and effectively.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor customer feedback and service metrics (e.g., response time, satisfaction scores) to identify areas for improvement.
• Collaborate with other departments (e.g., logistics, sales) to resolve customer issues efficiently.
• Train new customer service representatives on company products, services, and support protocols.

• Previous experience in a customer service role, preferably in e-commerce, with at least 1-2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proven ability to manage and motivate a team.
• Experience with customer service software and CRM systems.
• Strong understanding of e-commerce customer service best practices.
• Ability to remain calm and professional under pressure.

• Competitive salary.
• On-site position in Paarl , fostering team cohesion.
• Medical aid benefits.
• Opportunities for professional development and leadership training.
• Contribute to creating exceptional customer experiences.