Customer Service Centre Team Lead

1 month ago


Cape Town, Western Cape, South Africa Ad Talent Africa Full time
Job TitleCustomer Service Centre Team Lead

This role is responsible for leading the Customer Service Centre team to success through coaching, developing and inspiring them in all areas required to meet the company's standards.

The team lead will provide front line direction to the Customer Service Centre Agents, ensuring quality service is provided in each interaction.

The successful candidate will have over 5 years experience in the retail customer service environment, with a proven track record of managing personal performance, coaching and developing agents, and managing agent and department level KPIs.

A good understanding of world-class customer service principles and experience with CRM systems are also essential.


Key Responsibilities
  1. Provide front line direction to the Customer Service Centre Agents
  2. Coach and develop agents to meet their KPIs
  3. Manage agent and department level KPIs
  4. Conduct spot checks on CRM system to ensure accurate and complete information
  5. Monitor calls to improve quality, minimise errors and track employees performance

Requirements
  • Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry
  • More than 5 years experience in the retail customer service environment
  • More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members


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