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Customer Service Team Lead
2 months ago
Surgo PTY Ltd is seeking a skilled CSR Team Supervisor to lead and manage a team of Customer Service Representatives (CSRs) in a prominent BPO based at Airport Industria, Cape Town.
Job Summary:The CSR Team Supervisor will be responsible for overseeing daily operations, providing support and guidance to team members, and ensuring that performance standards and targets are met. This role involves leading a team of German-speaking CSRs to deliver high-quality customer service, fostering a positive work environment, and ensuring customer satisfaction.
Key Responsibilities:- Lead and manage a team of German-speaking CSRs, providing support and direction.
- Oversee daily operations to ensure smooth workflow and high service quality.
- Conduct regular performance evaluations and provide feedback to team members.
- Address and resolve escalated customer issues, ensuring timely and effective resolution.
- Collaborate with other departments to streamline processes and improve service delivery.
- Maintain and update performance metrics, ensuring team targets are met or exceeded.
- Fluent in German and English.
- Proven experience in customer service and team management.
- Strong leadership and communication skills.
- Ability to handle escalated issues with professionalism and efficiency.
Monday to Friday: 08h00 19h00
Saturday: 10h00 14h00
Working from Office Airport
Salary:- Basic + Commission based on CX KPIs achieved by the team
- Including: Medical Insurance + Home and Trauma Assist
Surgo PTY Ltd is an equal opportunities employer and welcomes applications from diverse candidates. Please note that due to the high volume of applications, we may not be able to respond to all candidates. Your CV will be kept on our database for future vacancies.
