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Customer Service Team Leader

2 weeks ago

Umhlanga, South Africa Talksure Full time

**The Purpose**: To manage and support a high performing customer service team, ensuring service levels and customer experience is of a high standard. Facilitate effective complaints handling and resolution to customers across various service and social media platforms.

**Key Responsibilities**:

- Manage daily customer service operations
- Oversee day-to-day operations and ensure completion within SLA
- To ensure that your team members adhere to industry regulations and legislation at all times by monitoring individual performance with support from QA and compliance.
- Manage customer service agents
- Offer advice and support to agents in servicing and retaining clients.
- Develop set of individual and team KPI’s to contribute to department and organisation objectives.
- Manage individual customer service agents work performance by identifying the development needs and provide required skillset to improve work performance through ongoing coaching, counselling and guidance.
- Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job.
- Motivate team and individuals to strive for success.

**Minimum Requirements**:

- +1 Year Outbound Sales Team Leader experience
- Valid Grade 12 certificate is essential
- Must be able to add to the Rep Register
- No criminal record
- RE 5 And 120 FAIS Credits advantageous
- Experience in Insurance Products advantageous

**Salary**: R13,000.00 per month

Ability to commute/relocate:

- Umhlanga, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)