Orm Team Leader

1 week ago

Century City, South Africa MWeb Full time

**The role**:
As a Team Leader you will be responsible for, developing, leading and guiding your team to achieve the business and the individual’s personal objectives.

**Responsible for**:

- The role will be accountable for responding to all customer queries related to accounts management, information and billing, but future development sees the role expanding to also include sales queries.
- Required to work with and lead the team to identify, respond and own the case to resolution across social media platforms and online forums including Facebook, Twitter, Instagram, LinkedIN, Google Review and any other places of brand mentions.
- Will be required to work with internal and external processes to resolve the queries from end to end. This will including taking ownership, working within the existing internal processes, following up with cross functional teams and keep the customer informed of the status of the query on a regular basis
- Will be asked to drive self - service channels and step by step information, enabling customers to help themselves. Delivered with a guide and lead approach
- As the team is small, the role will be required to “get your hands dirty” and also respond to queries in addition to leading the team
- Provide and lead the team to deliver responses and interactions that are professional, timely, and in line with the brand's tone, personality and positioning
- Will be required to proactively provide insights and content requirements to the Brand communication team of the topics and information required to enable teams to provide front line responses through step by step resolution.
- Stay updated with the latest trends and best practices in online reputation management.
- Lead and manage direct reports providing guidance, support, and motivation to ensure the team meets its goals.
- Working with the ORM manager to develop and implement strategies to enhance the online reputation of the brand.
- Provide training and development opportunities for team members to enhance their skills in online reputation management.
- Monitor online conversations and trends related to the brand, and provide regular reports and analysis to the ORM manager
- Conduct regular quality reviews across the team providing feedback and identifying areas for improvement.

**Key Competencies**:

- Self-motivated
- Disciplined
- Proactive
- Results-oriented
- Ability to work within a team
- Strong attention to detail
- Problem-solving skills
- Strong organizational and multitasking abilities
- Ability to work effectively in a fast-paced environment
- Desire to learn

**Qualifications & Experience**:

- 5+ years customer service experience helping customers to resolve queries
- Strong understanding of Accounts & billing information on Solid
- Any experience in sales fulfilment and sales escalations will be an advantage
- Strong SOLID experience is essential
- Excellent verbal and written communication skills
- Patience and a willingness to assist customers
- Experience responding to queries raised via social media
- Experience working on a Social Media Management tool: Qualtrics Social Connect or Sprout Social or Hootsuite - Advantageous
- Proficient in MS office

  • Team Leader

    3 days ago

    Century City, South Africa WNS Global Services Full time

    Company Description **WNS Global Services Inc.** (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Debtors Team Leader

    3 days ago

    Century City, South Africa Travellab Africa Group Full time

    Our Club Travel team is looking for an **Debtors Team Leader**to join the team! **About the Role** To supervise the Debtors Team and execute/oversee all accounting functions in the team as expected by the Finance department. To ensure any flow of funds into or out of the company follow company internal control procedures to protect against fraud and...

  • Sportsbook Team Leader

    23 hours ago

    Century City, South Africa White Hat Gaming Full time

    **Purpose of Role**: As a Sportsbook Team Leader, you will be responsible for leading a team of Sportsbook Hosts, ensuring optimal performance, efficiency, and collaboration. With your strong leadership skills and deep understanding of sports betting operations, you will guide and support your team members, foster a positive work environment, and drive...

  • Team Leader

    1 week ago

    Century City, South Africa JSM Business Services Full time

    **An exciting opportunity exists for an experienced Team Leader to lead a team of Service Desk Agents at this dynamic international ISP** **Main Responsibilities**: - Monitoring the queues and assign the incidents before missing Response time SLA - Act as the main SPOC of the offshore team to cascade process updates and information. - Mentoring of all new...

  • Team Leader Operations(Night Shift)

    1 week ago

    Century City, South Africa WNS Global Services Full time

    Company Description **WNS Global Services Inc.** (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...

  • Orm Agent

    1 week ago

    Century City, South Africa MWeb Full time

    **The role**: **Responsible for**: - Responding to all responding to all customer queries related to accounts management, information and billing, but future development sees the role expanding to also include sales queries. - Required to identify, respond and own the case to resolution across social media platforms and online forums including Facebook,...

  • Forex Cash Team Leader

    2 weeks ago

    Century City, Western Cape, South Africa Standard Bank Full time R900 000 - R1 200 000 per year

    Job OverviewBusiness Segment: Personal & Private BankingLocation: ZA, Western Cape, Cape Town, Shop 599, Canal Walk Shopping Centre, Century Blvd, Century CityJob Type: Full-timeJob Ref ID: A-0001Date Posted: 11/4/2025Job DescriptionTo oversee all cash (including forex) matters (e.g., Cash Consultant II and/or ATMs) for a Point/s of Representation (POR/s)...

  • Credit Control Team Leader

    1 week ago

    Century City, South Africa Time Personnel Full time

    **REQUIREMENTS** - Matric, relevant qualification in finance / accounting advantageous - Min 10 years working experience - Ability to recognise issues and use initiative to identify and discuss proposed solutions - Microsoft office experience essential - Able to work independently and as a team - Excellent communication skills to deal with clients and...

  • Call Centre Team Lead

    2 weeks ago

    Century City, South Africa H2R Full time

    Western Cape, Century City - Monthly Cost To Company (Market related) One of our clients in the Medical Industry has a vacancy available for a highly skilled and experienced Call Center Team Leader with a nursing background to join our dynamic customer support team in Cape Town. This is a 12 month contract with the possibility to go permanent. As a Team...

  • Team Leader

    5 days ago

    Century City Drive, Cape Town, WC, South Africa WNS Global Services Full time R250 000 - R500 000 per year

    Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance,...