Customer Service Team Lead – Paarden Eiland

Paarden Eiland
Posted 2 weeks ago

Contact person for this position:

Rayleen Lentz


Customer complaints management

Successfully resolve all queries logged by customers across all channels (social media, website, E-comm, retail store) to enhance customer satisfaction

  • Coordinate all communication responses to daily queries and complaints received from different communication platforms – email, phone call, social media chat
  • Monitor and vet, all customer reviews (where needed provide an appropriate response)
  • Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
  • Assist with training of brand ambassador to handle instore customer queries and complaints

Coordinate customer service standard procedures

  • Create and manage customer service processes to achieve agreed customer service levels and standards
  • Communicate and maintain customer service standards
  • Handle and resolve complex and escalated queries in a timeously and accurately
  • Set up a ticket system and escalation process to resolve queries and complaints
  • Ensure that the operational support functions for order and return process – are efficiently integrated into the overall customer services processes to best support a great customer experience.

Analysis and Reporting

  • Build reports to track customer service levels and customer satisfaction to improve customer experience
  • Compile daily, monthly and quarterly reports on operational and customer metrics
  • Report on customer satisfaction metrics
  • Document customer pain points and recommendations on key business improvements
  • Conduct root cause analysis of queries and provide feedback to the relevant departments

Voice of Customer

Gather customer feedback and insights to identify customer pain points and drive improvements

  • Provide customer feedback and insights across all channels (social media, web, retail) to the business
  • Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
  • Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided

Collaborate and contribute to meet business goals

  • Work and collaborate with other support teams including operations, channels to improve the customer experience
  • Support and assist with marketing initiatives to improve customer experience


  • Matric (Tertiary Education advantageous)
  • Minimum of 5 years’ experience in office administration or a similar role, customer service experience in a fast-paced working environment
  • Experience working with high end retail brands
  • Proficient in using CRM programs or ticketing systems such as Zendesk, Freshdesk
  • Computer literate with advanced MS Excel skills

Experience & Skills:

  • 5 years’ experience working in Customer Service
  • Strong interpersonal and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Strong creative thinking and problem-solving skills
  • Fluent in English, strong written and verbal communication skills
  • Self-motivated, capable of taking the initiative and managing multiple challenges, and shifting priorities Able to work under pressure and handle stress
  • Flexible to work after hours

Salary R 20 000 – R 25 000

Job Features

Job CategoryHandcraft & Furniture, Manufacturing, Office Support, Retail
SalaryR 20 000 - R 25 000
Commencement dateASAP
LocationPaarden Eiland
Contract TypeFull Time

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