About the Role

Our client is looking for a motivated and experienced Customer Support Team Lead to guide and inspire their customer service team in Kimberley, Northern Cape . This role is crucial in ensuring the delivery of exceptional customer experiences and fostering a positive, high-performing team culture. The ideal candidate will possess strong leadership qualities, a comprehensive understanding of customer service operations, and a passion for mentoring and developing staff. You will be responsible for overseeing daily operations, setting performance standards, and ensuring that all customer interactions are handled with professionalism and efficiency. This position offers a fantastic opportunity to shape the future of customer support for our client within the Kimberley region.

Key Responsibilities

- Lead, coach, and motivate a team of customer support representatives to achieve individual and team goals.
- Oversee daily operations of the customer support department, ensuring smooth workflow and efficient service delivery.
- Set performance standards, monitor key metrics (e.g., response times, customer satisfaction scores), and provide regular feedback.
- Handle escalated customer issues, providing solutions and ensuring timely resolution.
- Conduct regular team meetings to discuss performance, share updates, and address challenges.
- Develop and implement training programs to enhance the skills and knowledge of the support team.




- Collaborate with management to develop and refine customer service strategies and policies.
- Ensure adherence to company standards and best practices in all customer interactions.
- Assist in the recruitment and onboarding of current customer support staff.
- Drive continuous improvement initiatives within the customer support function.

Requirements
- Proven experience in a customer support role, with at least 2 years in a supervisory or team lead capacity.
- Excellent leadership, coaching, and mentoring skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using helpdesk software and CRM systems.
- Excellent problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills.
- Ability to manage and resolve conflicts effectively.
- Experience in performance management and training development.
- Must be able to work a hybrid schedule, balancing remote and in-office duties in Kimberley, Northern Cape.
- A passion for customer advocacy and service excellence.

Benefits
- Competitive salary and performance-based bonuses.
- Opportunity to lead a dedicated team and shape service delivery.
- Be part of a company that values its employees and invests in their growth.
- Comprehensive benefits package including health and retirement plans.
- Supportive work environment with opportunities for professional development.
- Contribute to a positive brand image through excellent customer interactions in Kimberley.

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📌 Customer Support Team Lead (Kimberley)
🏢 Placements24
📍 Kimberley