Team Lead – Customer Contact Coordinator

About the role

CHEP is seeking a Team Lead to manage its Customer Contact team in Cornubia, Durban. You will balance operational delivery with people management, ensuring customers receive timely support while guiding a group of Customer Contact Coordinators toward high performance.

Key responsibilities

• Professionally manage and resolve customer inquiries, complaints, and requests in line with service level agreements.
• Facilitate smooth onboarding of new customers, including account setup and system training.
• Collaborate with Sales, Finance, and Operations to deliver a seamless end‑to‑end customer experience.
• Maintain accurate customer data and service request records in internal systems.
• Conduct regular account reviews to identify improvement opportunities and provide actionable insights.
• Support continuous improvement initiatives by suggesting process optimisations.
• Drive customer retention by proactively addressing issues and monitoring satisfaction metrics.
• Act as a customer advocate, ensuring internal stakeholders understand and act on customer needs.

Required profile

• Approximately 50% of time spent handling daily customer service workload with a focus on meeting service levels.
• Experience coaching, providing feedback, and guiding performance of a customer service team.
• Ability to ensure adherence to established processes and procedures.
• Strong communication skills to act as a liaison between customers and internal departments.

Required skills