Customer Services Team Lead
Customer Services Team Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Service Team Leader Premium Lifestyle & Homeware Brand
Paarden Eiland Cape Town (On-site)
Salary: R28000 R38000 CTC per month (experience-dependent)
Lead with heart. Serve with excellence. Inspire through quality.
A well-established design-driven South African lifestyle and homeware brand is looking for an experienced Customer Service Team Leader to manage and inspire its dynamic support team in Cape Town. Known for its sculptural products and international customer base the brand places customer satisfaction at the core of its business.
Youll play a pivotal role in driving a world-class service experience that matches the brands values: elegance functionality and creativity.
Key Responsibilities
Team Leadership & Performance
- Lead and mentor a customer service team (phone email and online platforms) promoting a culture of service excellence.
- Monitor daily operations to ensure SLAs KPIs and customer satisfaction goals are met.
- Conduct regular performance reviews coaching and training sessions.
Operational Excellence
- Oversee the processing of online orders returns exchanges and customer queries across platforms.
- Drive continuous improvement through service innovation and customer feedback analysis.
- Ensure accurate use of CRM and ticketing systems and improve workflow efficiency.
Escalation & Problem Solving
- Handle complex customer escalations professionally and in line with the brands tone and service standards.
- Collaborate with logistics e-commerce retail and product teams to resolve issues promptly and proactively.
Reporting & Insights
- Generate weekly and monthly reports on customer service performance complaints trends and opportunities for improvement.
- Provide insights to support marketing online sales and product development teams.
Requirements
- Minimum 3-5 years of experience in customer service with at least 12 years in a team leader or supervisor role.
- Experience in retail e-commerce or premium lifestyle/consumer goods brands.
- Strong understanding of customer service platforms CRM systems and omnichannel communication.
- Excellent communication skills (written and verbal) with a calm diplomatic and solution-driven approach.
- A hands-on empathetic leader who leads by example and thrives in a fast-paced customer-centric environment.
Why join
- Join a brand known for its creativity innovation and design integrity.
- Work in a collaborative values-driven culture where customer care is more than a departmentits a brand pillar.
- Be part of a team that supports both local and international customers giving you scope for learning and impact.
- Access employee discounts professional development opportunities and a beautiful work environment surrounded by creativity.
Ready to Apply
If youre a confident communicator with a heart for service and a talent for team leadership we would love to hear from you.
Employment Type
Full Time
