Customer Service Team Leader

Recruiter:

Telebest

Job Ref:

522553263

Date posted:

Saturday, October 8, 2022

Location:

Cape Town, South Africa

JOB SUMMARY:
-

JOB DESCRIPTION:

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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