Team Captain

2 weeks ago

Cape Town, South Africa Boldr Full time

A LITTLE BIT ABOUT Boldr
- Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
- We are a global team, united by our desire to connect diverse people with common values for boldr impact.
- We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES
- Meaningful connections start with AUTHENTICITY
- We do our best work by being CURIOUS
- We grow by remaining DYNAMIC
- Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
- At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Team Captain, you will play a critical role in leading a team of customer service representatives to deliver exceptional service and retain valuable customers. You will be responsible for overseeing daily operations, monitoring performance metrics, providing coaching and feedback, and driving customer retention initiatives. Your leadership skills, customer-centric mindset, and experience in customer retention will be vital to achieving our retention goals. This is an excellent opportunity for an experienced professional with a proven track record in customer retention to lead a team and contribute to our continued success in fostering long-term customer relationships.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO
- Coaching and documentation.
- Oversee all aspects of Daily, Weekly, and Monthly metrics reporting while ensuring accuracy and timeliness Reporting Ticket Auditing QA Calibrations (bi-weekly).
- WBR and deck preparations and presentation (weekly).
- Responsible for the interviewing, hiring, and oversight of the recruiting and staff retention efforts Direct communication with the account POC Payroll and AU-related concerns.
- Foster customer loyalty and build connections with their most loyal clients, leading to long-term, brand-defining business relationships.
- Work with the team and the client to plan and implement data-led strategies to reduce customer churn.
- Oversee the execution of agreed-upon save strategies, engaging with customers before, during, and after the process is complete for that customer.
- Handle difficult or escalated calls as necessary.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE
- Curious and authentic, just like us #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction

**Requirements**:
YOU HAVE
- At least 2 years of experience in customer support.
- Minimum 1 year of experience in retention.
- 1 year of client-facing experience.
- Fundamental knowledge of CRM systems (i.e. Zendesk, Talk desk, Shopify).
- Excellent written communication skills.
- Excellent communication skills and the ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Ability to accept feedback gracefully and with an open mind.
- Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
- Data analysis and daily reporting.

**Benefits**

Salary

Medical Aid

Provident

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