Customer Service Team Lead

4 days ago


Cape Town, Western Cape, South Africa Telebest Full time
Job Description

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Telebest.

Job Summary: The successful candidate will be responsible for leading our customer service operations, ensuring high-quality service delivery, and driving continuous improvement.

About Us: Telebest is a dynamic company committed to providing exceptional customer experiences. We value innovation, teamwork, and excellence in everything we do.

Responsibilities
  • Operations Leadership: Provide strategic leadership to our customer service teams, focusing on process improvement, efficiency gains, and quality enhancement.
  • Team Development: Foster a culture of learning and growth within the team, identifying training needs, and developing plans to address them.
  • Compliance and Risk Management: Ensure adherence to relevant regulations and industry standards, mitigating reputational risk and ensuring business continuity.
  • Performance Management: Develop and implement performance metrics, monitoring progress against targets, and making adjustments as needed.
  • Culture and Employee Engagement: Support the creation of a positive work environment, promoting employee well-being, and recognizing individual contributions.

Requirements

  • Leadership Experience: Proven track record of leading high-performing teams in a customer service environment, with a focus on operational excellence.
  • Industry Knowledge: In-depth understanding of the FMCG and retail sectors, including customer contact and call center practices.
  • Qualifications: Degree in Consumer Behavior, Communications, Business, or equivalent, with 2+ years of experience in a similar role.

What We Offer:

  • Competitive Salary: £45,000 - £55,000 per annum, depending on experience.
  • Benefits Package: Comprehensive benefits, including health insurance, retirement plan, and paid time off.


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