Customer Service Team Leader

3 weeks ago

Durban, South Africa Bespoke International group Full time

To be the voice of the Customer Service Team, helping customers and Store colleagues, delivering excellent customer service within every interaction.

Customer Service Voice and Non Voice

Managing a team of people to deliver exceptional customer service.

To motivate, lead and coach a team of agents to achieve KPI requirements

Minimum Requirements:

- Matric
- Team Leader Voice Customer Experience & Non Voice Customer Experience (12 Months) Retail/Ecommerce experience Inbound Call Centre Experience (UK)
- Ability to take responsibility for own work in a high volume and often pressurized environment with conflicting priorities
- Ability to identify areas for improvement and raise as appropriate

Job Responsabilities:
The Customer Manage customer escalations promptly and efficiently, seeking advice and support where necessary

Maintain a courteous and calm manner at all times to de-escalate stressful situations

Do what is right for the customer, putting them first in your approach, to resolve their queries in a respectful and supportive manner

Resolve all queries raised by the customer and respond appropriately to each one

Leave an amazing impression

Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines

Ensuring inbound and outbound calls are handled in a timely manner

Ability to problem solve and deal with unexpected changes

Using the relevant systems, take ownership for and resolve all customer enquires Support other team members and maintain a family/customer focused work culture

In line with the department KPIs, achieve and deliver consistent results. Owning your performance, looking to see what you are delivering well and work on the areas for development

Trust your own actions but don't be afraid to seek support if needed

Effectively liaise with Technical Services as and when appropriate to resolve issues

Willingly seek and act from feedback given from others during call coaching and monitoring, to ensure both personal development and the provision of a first-class customer service

Provide reporting and analysis as required internally

Keep up to date with, and comply with, all company policies and procedures and

working practices

Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our core values

**Job Types**: Full-time, Permanent

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