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Team Leader: Client Services

2 weeks ago

Stellenbosch, South Africa Stellenbosch University Full time

Duties/Pligte- Providing general administrative and management support to the Head of Client Services;- Supporting the Head in managing client escalations;- Responsible for quality assurance evaluations and coaching of the consultants;- Responsible for the day-to-day management of staff output to ensure service excellence;- Liaising with internal stakeholders and maintaining professional relations to ensure the continued flow of accurate information;- Tracking and reporting the consultants' performance to the Head;- Building team cohesion and keeping the team motivated;- Ensuring that technical support is in place;- Building the reputation and brand of the University by ensuring a positive customer experience.Verskaf algemene administratiewe
- en bestuursondersteuning aan die Hoof van Kliëntediens;-
- Ondersteun die Hoof in die bestuur van kliënte-eskalasies;-
- Verantwoordelik vir die kwaliteitsversekerings evaluering en afrigting van konsultante;-
- Verantwoordelik vir die daaglikse bestuur van uitsette om uitnemende diens te verseker;-
- Skakeling met interne belanghebbendes en handhawing van professionele verhoudings om die deurlopende vloei van akkurate inligting te verseker;-
- Hou tred van en rapporteer die konsultante se prestasies aan die Hoof;-
- Bou span-samehorigheid en hou die span gemotiveerd;-
- Verseker dat tegniese ondersteuning in plek is;-
- Bou die reputasie en handelsmerk van die Universiteit deur 'n positiewe kliënte-ervaring te verseker.Job Requirements/Pos Vereistes
- At least a degree or NQF 7 equivalent qualification;- At least two years' experience as a team leader in a call centre environment,
- **_OR_** at least three years' experience as a consultant with management experience in

a call centre environment;Excellent and professional verbal and written communication skills in English and Afrikaans;- Excellent administrative skills;- Outstanding planning, organisational and prioritising skills;- Excellent technological skills;- In-depth knowledge of performance metrics;- Excellent interpersonal and relationship-building skills;- High service-orientated attitude and an understanding of clients' needs;- The ability to manage conflict;- The ability to function well under pressure and keep to strict deadlines;- The ability to function independently and accurately;- Computer proficiency in MS Word, MS PowerPoint and MS Excel.Minstens 'n graad of 'n kwalifikasie gelykwaardig aan NKR 7;-
- Minstens twee jaar se ervaring as 'n spanleier in 'n kontaksentrum omgewing,
- **_OF_** minstens drie jaar ervaring as 'n konsultant met bestuurservaring in 'nkontaksentrum omgewing;Uitstekende en professionele mondelinge en skrifteli-
- kommunikasievaardighede in Engels en Afrikaans;-
- Uitstekende administratiewe vaardighede;-
- Uitstaande beplannings-, organisatoriese en prioritiseringsvaardighede;-
- Uitstekende tegnologiese vaardighede;-
- In-diepte kennis van prestasie maatstawwe;-
- Uitstekende interpersoonlike en verhoudingsbouvaardighede;-
- Hoë diensgerigte houding en 'n begrip van kliënte se behoeftes;-
- Die vermoë om konflik te bestuur;-
- Die vermoë om goed onder druk te funksioneer en by streng spertye te hou;-
- Die vermoë om onafhanklik en akkuraat te funksioneer;-
- Rekenaarvaardigheid in MS Word, MS PowerPoint en MS Excel.***

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