Customer Care Team Lead

3 weeks ago

Johannesburg, Gauteng, South Africa The Recruiters Full time
Job Description

The Recruiters is seeking a highly skilled and experienced Customer Care Team Lead to join our team. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our customer care department and ensuring that our high standards of quality and service are consistently met.

Key Responsibilities:
  • Division Supervision and Management: Supervise and manage a team of customer care consultants to ensure that service and quality objectives are met.
  • Quality Assurance: Monitor and evaluate the performance of the customer care team, identifying areas for improvement and implementing strategies to enhance quality and productivity.
  • Interdepartmental Engagement: Collaborate with other departments, including IT and stores, to ensure seamless communication and effective problem-solving.
  • Reporting and Analysis: Create and present regular reports to management on team performance, quality metrics, and other key indicators.
  • Staff Supervision and Development: Supervise and develop the skills of customer care consultants, providing coaching, mentoring, and performance feedback to ensure they meet their full potential.
  • Effective Self-Management and Teamwork: Demonstrate strong leadership skills, building and maintaining positive relationships with colleagues, management, and external stakeholders.
Requirements:
  • Qualifications: Matric and relevant qualification or degree.
  • Skills: Advanced analytical and reporting skills, excellent communication and problem-solving abilities, strong customer service orientation, and experience in performance management and coaching.
  • Technical Proficiency: Proficient in call centre software, customer relationship management systems, and other relevant technologies.
What We Offer:

The Recruiters offers a competitive salary and benefits package, as well as opportunities for professional growth and development in a dynamic and supportive work environment.

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