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Customer Service Team Leader

1 month ago

Durban, 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 problem-solving skills and the ability to handle escalated customer inquiries and complaints with professionalism and empathy.
- Ability to thrive in a fast-paced and dynamic work environment, with a customer-focused 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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