Customer Service Lead Associate Role | Apply Now!

Company: TTEC South Africa
Address: 39 Heerengracht Street, Foreshore, Cape Town, 8001
Job Location: Onsite, Cape Town, Western Cape
Reference: 048G5
Job Type: Full-time

🌍 About TTEC

Since 1982, TTEC has delivered meaningful customer experiences for global brands—powered by a balance of technology and human connection. As a global employer, TTEC champions diversity, inclusion, and equal opportunity for all employees.

🌟 About the Role

TTEC is seeking a skilled Customer Service Lead Associate to join its high-performing onsite team in Cape Town. This role is ideal for someone who thrives in complex customer interactions, enjoys offering solutions, and leads by example in a fast-paced, people-focused environment. You will handle escalated customer issues, deliver tailored resolutions, and help shape an exceptional customer experience.

📌 Key Responsibilities

✔ Handle escalated or complex customer calls with professionalism and empathy
✔ Build strong customer relationships through trust and clear communication
✔ Conduct detailed research to provide accurate problem resolutions
✔ Provide product support and guidance in a compassionate and knowledgeable manner
✔ Work collaboratively with your team to support overall program performance
✔ Maintain high quality, accuracy, and service consistency
✔ Use strong decision-making skills to recommend effective solutions

🎯 Required Skills & Experience

• Minimum 2 years’ customer service experience in BPO or hospitality

• Matric / High School Diploma

• Excellent verbal and written communication skills

• Strong decision-making and problem-solving abilities

• Patient, compassionate, and professional demeanor

• Ability to multitask, stay organized, and manage time efficiently

• Computer literacy and comfort working on multiple systems

• Integrity, accountability, and a team-first mindset

🎁 What TTEC Offers

• Career development support from day one

• A global network of supportive teammates

• Access to thousands of free training and upskilling courses

• A culture built around diversity, respect, and inclusion

• Benefits (role-dependent): PTO, wellness incentives, tuition reimbursement

• A people-focused workplace where your contribution truly matters

📝 Best CV Tips for This Job

1. Highlight Escalation Experience
Showcase any experience handling complex or escalated customer situations. Use metrics where possible.

2. Demonstrate Communication Strengths
Add examples of your written and verbal communication achievements—customer satisfaction scores, feedback, etc.

3. Emphasize Problem-Solving Ability
Provide bullet points showing how you investigate issues and deliver solutions.

4. Include BPO or Hospitality Background
Recruiters will look for relevant industry experience—make sure it’s clear and prominent.

5. Show Leadership Traits
Even small examples of leading by example, training peers, or supporting team performance add value.

6. List Technical Competencies
Mention CRM tools, ticketing systems, or software you’ve worked with.

7. Keep the Tone Professional & Customer-Centric
Use phrases like customer-first, service excellence, high accuracy, and quality-driven.