Customer Service Team Leader

1. Team Management and Leadership Supervise, motivate, and support a team of customer service representatives. Set clear performance goals, expectations, and KPIs for the team. Conduct regular one-on-one meetings, team briefings, and performance reviews. Provide coaching, feedback, and ongoing training to improve individual and team performance. Foster a positive, collaborative, and customer-focused work environment. 2. Customer Service Operations Oversee daily customer service operations to ensure timely and effective service delivery. Handle escalated customer complaints and complex issues that frontline staff cannot resolve. Monitor service levels and ensure adherence to response time and quality standards. Coordinate workflow and schedule staff to meet service demands. 3. Performance Monitoring and Reporting Track and analyze team performance metrics (e.g., call handling time, customer satisfaction, resolution rate). Prepare and present regular performance and productivity reports to management. Identify trends in customer feedback to inform service improvements. 4. Process Improvement Review and refine customer service processes to enhance efficiency and quality. Recommend and implement strategies to improve the customer experience. Collaborate with other departments (e.g., sales, logistics, IT) to resolve recurring customer issues. 5. Training and Development Onboard new team members and provide ongoing product and system training. Develop and maintain training materials and resources. Encourage professional growth and cross-training within the team. 6. Compliance and Standards Ensure the team follows company policies, procedures, and compliance standards. Maintain data privacy and protect customer information in line with company and legal requirements. Support the implementation of new tools, systems, or policies related to customer service. 7. Customer Experience and Continuous Improvement Act as a voice of the customer by sharing feedback with leadership. Identify opportunities to enhance customer satisfaction and loyalty. Promote a customer-first culture throughout the department. Matric At least 5 years' supervisory experience in customer services environment

Location: East Rand, Gauteng, ZA

Posted Date: 10/24/2025