Customer Service Lead – QA & B2B

About the role

We are looking for a dynamic Customer Service Lead to coach and manage a team of customer care agents in a fast‑growing vehicle telematics company. The role combines leadership, quality assurance and B2B support to ensure high‑quality service across all channels.

Key responsibilities

• Coach and mentor a team of customer care agents, setting service standards and monitoring KPIs.
• Maintain incoming call service level at 90 % or higher.
• Provide comprehensive knowledge of the business, including customer service, debtors and finance.
• Resolve customer enquiries from all channels and ensure timely follow‑up to final resolution.
• Escalate unresolved issues or special requests to the appropriate departments.
• Uphold the brand’s professionalism and represent the company positively.
• Deliver monthly coaching based on QA results to improve scores.
• Enforce disciplinary procedures and issue warnings when necessary.

Required profile

• National Senior Certificate / Grade 12; a generic management qualification is a plus.
• Minimum three years of experience in a call‑centre customer service environment.
• Experience in the automotive aftermarket or SaaS industry is advantageous.
• Strong written and verbal communication skills; fluency in English.
• Proven leadership and problem‑solving abilities with an out‑of‑the‑box approach.

Required skills

• Computer literacy.