Team Leader

2 days ago

Cape Town, South Africa Career Box Full time

**Position**

Team Leader will consult with agents and provide the appropriate solutions and answers to complaints and queries related to reservations, refunds and ticket troubleshooting. In doing this they keep records of customer interactions while following communicated procedures, guidelines and policies. Their strong customer service experience will ensure they go the extra mile for their customers to ensure focus on high quality customer care in line with the JetBlue ethos of customer service.

**Job Fit**

Those who are successful in this role tend to enjoy interacting with customers and are motivated by providing great service and are passionate about helping others. They have good product knowledge and know how to identify Agent needs and provide solutions. They can work in a fast-paced dynamic environment. Have a good level of confidence and assertion through knowledge underpins all interactions. Team Leaders must demonstrate the ability to deliver exceptional service to our Agents with emotional resilience no matter the situation.

**Prerequisites**
- Grade 12
- 12-24 Months Team Leader working experience
- Good command of the English language
- Display strong Customer Service skills, empathy and patience are key as you would be dealing with different customers
- Computer literate with the ability to multitask
- Neutral accent

**Competencies**
- Good communication at all levels and an excellent command of the required language
- Active listening skills
- Sound decision-making skills
- Emotional resilience
- Demonstrates problem solving through using available tools and resources to guide decisions
- Highly conversational, empathetic and caring
- Understanding of customer service principles and practices
- Professional and polite with a Agent orientation
- Adaptability and resilience
- Target driven with high energy levels.
- Computer literate with good key board skills
- Attention to detail ensuring all legislative and compliance requirements is covered for each call
- Maintain high levels of integrity at all times
- Good conflict resolution skills
- Accountable and able to take ownership of work independently

**Salary**: R13,000.00 - R19,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

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