Job Description

Job Title: Customer Service Team Leader
Location: Johannesburg
About Us:
Quantanite is a leading BPO provider known for delivering exceptional customer service and support
solutions. We are dedicated to creating a dynamic work environment that values teamwork, innovation,
and professional growth.
Job Summary:
We are seeking a motivated and experienced Team Leader to oversee and guide our customer service
team. The ideal candidate will be responsible for managing daily operations, coaching team members,
and ensuring exceptional service delivery to meet customer needs and business objectives.
Key Responsibilities:
? Lead, motivate, and support the customer service team to achieve performance targets and
deliver excellent customer experiences
? Monitor team performance through KPIs, providing regular feedback and coaching to improve
skills and productivity
? Handle escalated customer issues and complex inquiries, ensuring timely and satisfactory
resolutions
? Facilitate training sessions and onboarding for new team members
? Collaborate with cross-functional departments such as sales, logistics, and quality assurance to
address customer concerns and improve processes
? Maintain accurate records of team performance, customer interactions, and operational activities
? Identify opportunities for process improvements and contribute to the development of customer
service strategies
? Ensure compliance with company policies, procedures, and quality standards
Qualifications:
? Proven experience in a customer service leadership role, preferably within retail, manufacturing,
or similar industries
? Strong leadership, communication, and interpersonal skills
? Excellent problem-solving and conflict resolution abilities
? Proficient in CRM software, Microsoft Office, and performance management tools
? Ability to manage multiple priorities and lead a team in a fast-paced environment
? Customer-focused attitude with a commitment to excellence
Flexibility to work varying shifts, including weekends or holidays if required
What We Offer:
? Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover
? Training: Comprehensive training programs to enhance leadership and customer service skills.
? Career Growth: Opportunities for career advancement and professional development within the
company
Work Environment: A supportive and collaborative work culture focused on innovation and continuous
improvement.

Skills Required