Customer Service Team Leader

2 weeks ago


Durban, KwaZulu-Natal, South Africa Konecta SA Full time

As a Customer Service Team Leader, you will play a pivotal role in ensuring the delivery of high-quality customer service and support within our call center operations.

You will lead a team of customer service representatives, providing guidance, coaching, and support to ensure they meet and exceed performance targets and uphold our company's standards of service excellence.


Key Responsibilities:

  • Lead and motivate a team of customer service representatives to achieve individual and team performance goals.
  • Provide ongoing coaching, feedback, and training to enhance team members' skills and performance.
  • Monitor and evaluate team performance metrics, such as call quality, customer satisfaction, and productivity, and take corrective actions as needed.
  • Handle escalated customer inquiries and complaints, demonstrating professionalism and empathy in resolving issues to the satisfaction of the customer.
  • Collaborate with other departments to ensure seamless coordination and resolution of customer issues.
  • Implement and maintain best practices in customer service processes and procedures.
  • Generate reports and analyze data to identify trends and areas for improvement.
  • Foster a positive and supportive work environment that encourages teamwork, collaboration, and continuous improvement.

Qualifications:

  • Minimum of 2 years of experience in a customer service leadership role within a contact center, preferably in the retail sector.
  • Proven track record of successfully leading and motivating teams to achieve performance targets and deliver exceptional customer service.
  • Excellent communication and interpersonal skills, with the ability to effectively coach, mentor, and develop team members.
  • Strong problemsolving skills and the ability to handle escalated customer inquiries and complaints with professionalism and empathy.
  • Ability to thrive in a fastpaced and dynamic work environment, with a customerfocused mindset.
  • Proficiency in Microsoft Office Suite and experience with customer relationship management (CRM) software is desirable.
  • Bachelor's degree or equivalent work experience preferred.

Job Types:
Full-time, Permanent

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