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Customer Service Team Leader

2 months ago

Cape Town, South Africa Telebest Full time

Our client has an opportunity available for a Customer Service Team Leader.

Requirements:

 

  • Degree in Consumer behaviour, Communications, Business or equivalent – beneficial.
  • 2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - essential.
  • Experience within the FMCG, retail sector or similar - preferred.
  • Demonstrate a passion for people.
  • Knowledge of Customer Contact or Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- essential.
  • An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function- demonstrating knowledge of trending practices in this context - essential.

 

Responsibilities:

 

  • Supporting strong foundations on which to build the continuous development, improvement, efficiency, and success.
  • Ensure that the specifically allocated customer services team complies with relevant regulations.
  • Ensure support and input to financial objectives by providing cost estimates and budget inputs.
  • Together with other stakeholders, support the preparation of performance reports, and report to the Customer Services Manager as required on:
    • Complaint Trends
    • Reputational Risk issues
    • Opportunities.
  • Support and participate in the enablement of culture and employee communications.
  • ensure succession development plans are in place and take responsibility for the development of an operational talent pool.
  • Support regular compliance and audit checks to measure performance against targets across all channels and services.
  • Maintain and improve customer services operations by participating in setting targets and effectively collaborating with other role players in the team.

 

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