Customer Service Centre Team Lead Role in Retail Industry
1 week ago
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.
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