Team Leader

2 weeks ago

Randburg, Gauteng, South Africa Blue Label Telecoms Full time

Job Purpose


Responsible for the day-to-day planning, operating, managing and supporting of the Customer Service Representatives, ensures that all objectives and targets are met efficiently and effectively, and serves as an expert in handling complex ueries.

The Team Leader is expected to continuously improve customer satisfaction levels, maintain service excellence and deliver an overall superior customer experience.


Responsibilities

Product/Service Information

  • Provide advanced product/service information and respond to complex customer questions about the product/service

Customer Order Processing

  • Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required

Resolving Customer Issues

  • Respond to more advanced issue escalations promptly and appropriately
  • Provide managerial approvals as required

Customer Relationship Development / Prospecting

  • Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships
  • Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response

Customer Needs Clarification

  • Set clear objectives for each sales call or meeting
  • Use standard materials to make a presentation to the customer
  • Ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation

Renewals

  • Help drive customer renewals through exceptional service, supporting the sales teams as required

Customer Relationship Management (CRM) Data

  • Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate

Operational Compliance

  • Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate

Personal Capability Building

  • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching
  • Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Work Scheduling and Allocation

  • Assign shortterm work schedules to a team of subordinates in order to achieve expectations while following established timelines

People & Performance Management

  • Ensure the team are optimally managed and that they deliver a superior level of customer service
  • Drive the performance management process and lead the culture of customercentricity through critical goal alignment and individual feedback across the team
  • Monitor the quality of performance and drive interventions where required
  • Enable a culture of high performance and high engagement focusing on individual growth for each team member
  • Ensure team is appropriately trained in all products, systems, policies and services
  • Drive a culture of inclusiveness, embracing capabilities of all races, cultures, genders and disabilities
  • Monitor and conduct QA Assessments
  • Manage the Industrial Relations issues within the team in accordance with the law
  • Drive best practice recruitment practices in interviewing and hiring Customer Reps and learners

Operations Management

  • Ensure team operations are effectively and efficiently managed & that all prescribed operational objectives and targets are met
  • Ensure availability and working order of all tools for the team
  • Achieve agreed service levels, turnaround and response times
  • Ensure consistent achievement of customer satisfaction
  • Maintain a physical presence in the customer centre in order to identify problem
- situations and provide conflict resolution or guidance as required

  • Resolve escalated queries providing follow up and feedback to the Customer

Rep and the Customer

  • Monitor and correct failures in achieving targets
  • Review tickets logged and document solutions for input into Training material
  • Manage daytoday scheduling of Customer Reps and ensure adherence to the schedule
  • Maintain a register of equipment and monitor all faults reported
  • Check equipment regularly and log tickets for maintenance/repair
  • Ensure integrity of governance across all spheres of operations

Measurement of Service Levels and Reporting

  • Ensure all service levels and response time targets are met
  • Manage service level performance against defined targets and metrics and course correct when necessary
  • Review monthly productivity reports, identify trends and coach Reps where improved delivery is required
  • Meet or exceed quality

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