Customer Services Team Leader

Recruiter:

Call Centre Staffing

Job Ref:

CPT001988/FK

Date posted:

Wednesday, April 8, 2026

Location:

Cape Town, South Africa

Salary:

R21 000

SUMMARY:
Our client, one of the fastest-growing online home retailers in the UK 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.

POSITION INFO:
Responsibilities:

Manage a team of about 15 agents working remotely.
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
2 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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