Orm Team Leader

3 weeks ago

Century City, South Africa MWeb Full time

**The role**:
As a Team Leader you will be responsible for, developing, leading and guiding your team to achieve the business and the individual’s personal objectives.

**Responsible for**:

- The role will be accountable for responding to all customer queries related to accounts management, information and billing, but future development sees the role expanding to also include sales queries.
- Required to work with and lead the team to identify, respond and own the case to resolution across social media platforms and online forums including Facebook, Twitter, Instagram, LinkedIN, Google Review and any other places of brand mentions.
- Will be required to work with internal and external processes to resolve the queries from end to end. This will including taking ownership, working within the existing internal processes, following up with cross functional teams and keep the customer informed of the status of the query on a regular basis
- Will be asked to drive self - service channels and step by step information, enabling customers to help themselves. Delivered with a guide and lead approach
- As the team is small, the role will be required to “get your hands dirty” and also respond to queries in addition to leading the team
- Provide and lead the team to deliver responses and interactions that are professional, timely, and in line with the brand's tone, personality and positioning
- Will be required to proactively provide insights and content requirements to the Brand communication team of the topics and information required to enable teams to provide front line responses through step by step resolution.
- Stay updated with the latest trends and best practices in online reputation management.
- Lead and manage direct reports providing guidance, support, and motivation to ensure the team meets its goals.
- Working with the ORM manager to develop and implement strategies to enhance the online reputation of the brand.
- Provide training and development opportunities for team members to enhance their skills in online reputation management.
- Monitor online conversations and trends related to the brand, and provide regular reports and analysis to the ORM manager
- Conduct regular quality reviews across the team providing feedback and identifying areas for improvement.

**Key Competencies**:

- Self-motivated
- Disciplined
- Proactive
- Results-oriented
- Ability to work within a team
- Strong attention to detail
- Problem-solving skills
- Strong organizational and multitasking abilities
- Ability to work effectively in a fast-paced environment
- Desire to learn

**Qualifications & Experience**:

- 5+ years customer service experience helping customers to resolve queries
- Strong understanding of Accounts & billing information on Solid
- Any experience in sales fulfilment and sales escalations will be an advantage
- Strong SOLID experience is essential
- Excellent verbal and written communication skills
- Patience and a willingness to assist customers
- Experience responding to queries raised via social media
- Experience working on a Social Media Management tool: Qualtrics Social Connect or Sprout Social or Hootsuite - Advantageous
- Proficient in MS office

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