Customer Service Team Leader

**The Role**
- To develop and deliver excellent levels of service, stimulate customer retention, generate sales opportunities and offer the best customer experience possible, through managing the daily operational customers service activities. Additionally to coach, support and develop a team of Customer Service Consultants to complete tasks supporting the objectives and targets set by the businesses, while adhering and complying to legislation.

**Requirements** Qualifications required to fulfil the role**
- Grade 12
- Qualification in Imports / Exports or International trade administration
- Qualification in Business Administration and/or Sales and Marketing will be advantageous.

**Specific Work Experience, Knowledge and Skills required to fulfil the role**
- 3 - 5 years total work experience, of which at least 2 years must be demonstrable supervisory/team leader experience in a call centre / customer service environment, as well as experience in leading a team.
- Export admin knowledge - Procedures, Payment Methods & Terms, Cargo Movement methods, Incoterms,Tariff Codes, insurance etc. will be advantageous.
- Computer literate - Specifically ERP system SAP, QlikView, & MS Office & Call Centre Telephony systems.
- Excellent business communication skills (eg Telephone Etiquette, business language).
- Experience in people management of diverse teams, coaching, KPI management and implementing personal development plans.
- Excellent attention to detail.
- Excellent planning and organisational skills to ensure workloads are managed effectively.
- Motivating and leading a team in a target orientated environment.

**Additional Requirements** KEY ACCOUNTABILITIES**
- Coaching, developing, supporting and motivating a team of consultants on a daily basis including KPI management, performance reviews (one on ones, annual and mid year performance reviews), implementation and monitoring of development plans - for self and team.
- Ensure the team is adequately resourced to meet daily expectations and to minimise disruptions.
- Ensure that escalated queries, including compliance breach, are dealt with timeously and feedback and or resolution is provided.
- Conduct regular team meetings to feedback on challenges, workable solutions, forward planning, general business and customer updates.
- Understand each business unit’s strategy, their customers and products to align our service offering to the customers needs.
- Analyze all customer service related reporting (Genesys, SAP, CSI, QV) in order to seek opportunities for innovation and to suggest improvements.
- Genesys: allocation of incoming daily interactions to the CSC - through the Customer Service Mailbox.
- Managing delivery against business targets including adherence to policies, procedures and processes, inbound/outbound calls and turnaround timescales for internal and external customers.
- Monitoring of key metrics (Service Charter Compliance; Backorder Management, CSi and OTIF) to drive compliance, implement corrective actions and deliver on customer and business expectations.
- Stakeholder engagement - attend various weekly/monthly internal departmental meetings as set out, but not limited to: GIM Order Review Sessions, Claims meetings, CSI meetings, Domestic & Export Commercial meetings i.e. Manco, as and when required; and adhoc internal projects as and when required.
- To monitor general housekeeping and ergonomics to ensure conducive work environment and high levels of team performance.
- Ensure payments are effected on time, e.g Bureau Veritas etc.
- All such duties and/or activities assigned by management line manager/s as and when required.
- Adhoc functions: creation of SHIP TO PARTY (STP); claim investigation relevant to CS Dept;
Job Reference: SOA00104