Customer Service Team Lead

Our client, a respected player in the hospitality industry, is seeking a dedicated Customer Service Team Lead to oversee operations in Nelspruit, Mpumalanga
. This role is crucial for ensuring that every guest interaction reflects the highest standards of service excellence. You will be responsible for leading and motivating a team of customer service professionals, driving performance, and ensuring operational efficiency. This is an on-site position, requiring your presence at our client's Nelspruit location, fostering direct team engagement and hands-on management. The successful candidate will play a vital role in maintaining and enhancing the company’s reputation for outstanding customer care.

• Lead, train, and mentor a team of customer service representatives to deliver exceptional service.
• Monitor daily operations, ensuring all customer inquiries and requests are handled efficiently and effectively.
• Handle escalated customer complaints and issues, resolving them to the satisfaction of the customer and company standards.
• Implement and enforce customer service policies and procedures.
• Conduct regular team meetings and provide feedback on performance.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Collaborate with other departments to ensure a seamless guest experience.
• Manage team schedules and ensure adequate staffing levels.
• Contribute to the continuous improvement of customer service processes and strategies.

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead, motivate, and manage a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in the hospitality or service industry is highly preferred.
• Proficiency in customer service software and point-of-sale (POS) systems.
• Ability to remain calm and professional under pressure.
• Located in or willing to relocate to Nelspruit, Mpumalanga
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• Strong organizational skills and attention to detail.
• A relevant qualification in hospitality or business management is advantageous.

• Competitive annual salary of Rand.
• Be part of a reputable company in the thriving hospitality sector.
• On-site role fostering direct team leadership and collaboration.
• Comprehensive medical aid package.
• Opportunities for career advancement within the organization.
• Employee discounts on services and amenities.
• Regular performance bonuses.
• Pension fund contribution.