Customer Services Team Leader

Recruiter:

Call Centre Staffing

Job Ref:

CPT001896/FK

Date posted:

Thursday, September 18, 2025

Location:

Cape Town, South Africa

SUMMARY:
Our client is seeking an experienced Customer Service Leader to enhance the team’s capability in handling customer complaints effectively with a customer first approach. The ideal candidate will possess strong leadership skills, with a background in team management and a proven record of delivering exceptional customer service. While driving continuous improvement based on the feedback received from their customers.
Managing a small team of Customer Service Agents based remotely from South Africa. Ensuring that they lead by example in being a customer advocate in the business.

POSITION INFO:
Responsibilities:

Provide timely and quality responses to customer complaints and escalations across all channels.
Ensure a customer-centric approach is embedded in all processes and interactions.
Collaborate with other departments to ensure a seamless customer experience across all touch points.
Manage day-to-day operations of the customer service team.
Provide training and support to team members in complaints handling and customer service skills
Contribute to a positive team culture and motivate staff towards achieving performance targets.
Monitor team performance and ensure the team adhere to our quality metrics.

Must haves:

Zendesk Experience
4 years Management / Team Leader experience on an online retail campaign.
E-commerce Customer Service Experience ( a must have).
Complaint handling experience (essential).
Marketplace experience (eBay, Amazon, TIKTOK).
Social Media experience.

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