Customer Support Team Lead

2 weeks ago

Cape Town, Western Cape, South Africa Bash Full time

WHAT YOU'LL DO

Lead, coach and motivate your teamAre aware of the stress points within your team and act to address those in real-time first. Mentor all agents on the company values and expected behaviours Create an environment promoting team development and building Constantly push the team to improve through the right metrics and challengesConduct monthly performance reviews and ensure performance improvement plans are in place for underperformers Assess any service failures, root causes and take appropriate action to ensure improvement in the relevant areas Ensure SOP's are communicated to the teamManage and resolve people-related problems, including absenteeismProvide regular feedback to CSM on team's performance, and engage with agents on areas of developmentReview and approve overtime for payroll Ensure the team achieve high-quality customer service by providing prompt, efficient, detailed and high-quality customer-oriented service.

WHO YOU ARE:

This job is for you if you have:

Matric EssentialCall Centre diploma or equivalent (advantageous)2+ years experience as a people manager 2-3 Years Call Centre experience1-2 Years eCommerce / Online shopping support experience essentialHigh level of computer literacy, including Google suite, and experience working on CRM systems such as Freshdesk or equivalent productsComfortable working between multiple systems and multitasking in a fast-paced environment Leadership skills & mentorship qualitiesResults-orientedStructure & Process Driven Understand the emotion of the agent & customer and create processes that allow effectiveness across all channels

Skills you already have:

Well spoken and can communicate clearly & concisely Solution FinderResourceful - Enjoy research and learningBasic understanding of math & numeracy"Strong organizational and time management skills.Internet savvy, familiarity with e-commerce.Must have a sense of urgency, be self-motivated, and be proactive.

JOINING THE BASH TEAM: WHERE YOU'LL BE

We are intentional about connecting and give you the tools & equipment to enable you to do work that matters. We also believe that doing certain types of work happens best organically which is why we encourage our teams to travel so we can make magic happen face to face. Our offices are a vibe. They are decked out to make collaboration easy and help our team create lasting connections with each other.

BASH BENEFITS: WHAT'S IN IT FOR YOU?

A seriously smart team of people We are selective about who joins our team to make sure we're made up of the best of the bestAgency:Structures remain flat, accountability wideTop $$: The best people, in the right roles, earning at the top tier. Our ethos is about quality and aligning merit and output with the rewards. We believe in reciprocity. Saving for your future: Saving is not easy. Taking a chunk monthly for your future is imperative. We provide the fund and support to do just thatQuarterly parties: Connection and community is our jamExtensive opportunity to learn: Library, interest groups and team rotationsExclusive shopping discount: Save when you shop across 29 of SAs biggest brands

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