Client Services Team Leader (Call Centre)

Client Services Team Leader

Join our professional team of banking administration experts, providing exceptional leadership and guidance that makes a difference to the team.

What you’ll be doing:

Provide support to our Administrators and ensure end-to-end service delivery. You should be able to manage allocation and the quality of work within your area of responsibility.

Salary:
Great base salary of between R 13,000 – R17,000 per month* based on average hours of 173

During a Typical Day, You’ll:

• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Proactive supervision of people to avoid customer breakdown by managing and resolving all customer queries efficiently, and within agreed timelines.
• Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
• Provide timeous and accurate Management Information.
• Collate, manage and report on daily / weekly / monthly operational progress as aligned to strategic objectives.
• Manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Comply with governance in terms of legislative and audit requirements
• Resolve all customer escalations efficiently, and within agreed timelines.
• Strive for excellence with every interaction
• Track, control and influence activities with the specific aim to increase and improve operational efficiencies.

Requirements:

• Matric
• At least 2 years experience in a similar role
• Knowledge of KYC procedures highly advantageous
• Computer literacy
• Excellent written and spoken communication skills
• Passion for customer service & must enjoy client interactions & exceeding customer expectations
• Experience dealing with customer queries

What you can expect:

• Value driven company with a focus on “People come First”
• Theoretical & practical world class training to ensure you can apply what you have learned
• Extensive support during incubation to ensure high levels of success in our dynamic operation.

Days & times of work:

• 08h00 – 19h00 Monday to Saturday on rotational shifts* overtime based on BCEA
• Geography: Fairlands, Johannesburg