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Team Leader: Customer Service
2 weeks ago
Requirements:
- Matric and a relevant tertiary qualification, preferably with a leadership component.
- Minimum 2 years of experience as a Team Leader/Supervisor in a bank call centre.
Key Responsibilities:
- Ensure team addresses customer needs effectively.
- Encourage team to take ownership of customer requests and provide prompt responses.
- Implement controls to minimize risks associated with customer handling.
- Resolve customer complaints promptly.
- Assist in customer escalations, complaints, and queries.
- Analyze daily data to understand team performance and take appropriate actions.
- Communicate information effectively to team members.
- Ensure compliance with business policies and procedures.
Special Requirements:
- Availability to work shifts, weekends, and public holidays.
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