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Customer Service Centre Team Lead Role in Retail Industry

1 month ago

Cape Town, Western Cape, South Africa Ad Talent Africa Full time
Job Title: Customer Service Centre Team Lead Role

We are seeking a highly skilled and experienced Team Lead to join our team at Ad Talent Africa. This is an excellent opportunity for a motivated professional to lead a dynamic team of customer service agents in a fast-paced retail environment.

About the Role:

  • Manage a team of customer service agents to ensure high-quality service delivery and meet business objectives.
  • Lead by example and demonstrate excellent communication, coaching, and leadership skills to inspire and motivate your team.
  • Develop and implement effective strategies to improve customer satisfaction, reduce complaints, and increase revenue growth.
  • Work closely with internal stakeholders to ensure seamless integration of services and achieve business goals.

Key Responsibilities:

  • People Management:
    • Provide guidance and support to customer service agents to ensure they have the necessary skills and knowledge to deliver exceptional service.
    • Conduct regular performance reviews and provide constructive feedback to help agents improve their performance.
    • Maintain accurate records of employee performance and progress.
  • Quality Management:
    • Monitor and evaluate the quality of service delivered by the team.
    • Identify areas for improvement and develop strategies to address them.
    • Implement quality control measures to ensure consistency and excellence in service delivery.
  • Internal Communication:
    • Communicate effectively with internal stakeholders to ensure seamless integration of services and achieve business goals.
    • Attend meetings and contribute to discussions on business strategies and initiatives.
    • Demonstrate ability to critically evaluate complex issues and provide recommendations to senior management.

Requirements:

  • Grade 12 or equivalent Business degree or diploma related to the retail industry or call centre industry.
  • More than 5 years' experience in the retail customer service environment (e.g., FMCG, retailers, etc.).
  • More than 5 years' experience as a Call Centre Team Leader with a minimum of 5-7 team members.
  • Demonstrated progression of responsibilities (from agent to Team lead).

Essential Skills and Qualifications:

  • A good understanding of world-class customer service principles.
  • Working knowledge and understanding of the Consumer Protection Act.
  • Exposure to SAP Cloud4Customer or CRM will be advantageous.
  • E-product knowledge (Virtual coupons, vouchers, airtime, etc.).
  • Telephony Systems (Cisco).

  • Salary Estimate: R600,000 - R800,000 per annum depending on experience.