Customer Service Team Lead

2 months ago


Cape Town, Western Cape, South Africa Fempower Personnel Full time

The Customer Service Operations Manager at Fempower Personnel is responsible for leading a team of German-speaking CSRs, ensuring the delivery of outstanding customer service. This role is crucial in driving team motivation and efficiency while ensuring customer satisfaction.

KEY RESPONSIBILITIES:

  • Team Leadership: Lead and manage a team of German-speaking CSRs, providing direction, guidance, and support.
  • Daily Operations: Oversee day-to-day workflows to ensure seamless operations and high-quality service delivery.
  • Performance Management: Conduct regular performance evaluations, provide constructive feedback to help team members grow and improve.
  • Escalation Resolution: Address and resolve customer escalations promptly, ensuring effective and timely solutions.
  • Collaboration: Work closely with other departments to streamline processes, enhance customer service, and ensure smooth workflow across teams.
  • Target Monitoring: Track and update performance metrics, ensuring team targets are consistently met or exceeded.

REQUIREMENTS:

  • Language Skills: Fluent in both Speak, Read & write German and English.
  • Experience: Prior experience in customer service leadership or supervisory role, preferably in a call center environment.

SKILLS:

  • Strong leadership and communication skills.
  • Ability to manage escalated customer issues with professionalism and empathy.
  • Excellent organizational and problem-solving abilities.
  • Strong focus on driving team success and achieving performance metrics.

REMUNERATION PACKAGE:

  • On Target Earnings: 35,500.00
    • Basic Salary: 31,000.00
    • Shift Allowance: 0
    • Commission & Incentives: 4,000.00


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