JobsOpportunities
Vacancy: Customer Service Team Leader
| Job Description | The purpose of this job is to lead and supervise a team in the customer operations department in such a manner that the team members will deliver superior customer service on time, effectively and efficiently and achieve specific goals and targets. |
| Minimum Requirements | •Grade 12 (Matric) or equivalent qualification •At least 5 years prior experience in distribution, book industry or retail environment •Previous experience as a team leader preferred •Knowledge of supply chain processes and logistics •Proficient in relevant software packages and applications |
| Skills & Competencies | •Excellent interpersonal skills •Excellent verbal and written skills in the required languages •Customer focused •High attention to detail •Ability to work under pressure •Team leadership skills • Proactive Analytical skills •Problem solving skills |
| Duties & Responsibilities | -Manage the performance of the call centre agents, based on the required number of calls, quality of incidents logged, resolved and escalated -Manage daily operational tasks i.e. unresolved queries, escalations and monitoring of all stats received -Order Processing (telephone and other) -Manage the various campaigns and teams within the prescribed standards of customer service to reach set targets -Ensure regular and effective communication between internal and external customers Maintain and administer call centre system -Provide administrative support for the company website and monitor and influence customer usage of the website -Collate and report on statistics on call centre performance to assess the performance of call centre -Provide accurate analysis and reporting monthly, i.e. call statistics, customer queries, website orders and products sold etc. -Ensure all call centre agents comply with policies and procedures -Continuously monitor statistics to track and optimise the performance of the call centre agents as well as the call centre as a whole -Implement new projects initiatives, department policies and service standards -Oversee and monitor the application of service levels and work place practices, taking corrective action where necessary or escalating instances on non-compliance if required -Address client queries and follow up on the progress of any queries that are unresolved -Ensure that customer service representatives are attending to and resolving queries within agreed time frames and that the customer service satisfaction target is met -Continuously evaluate the efficiency of processes, making recommendations as to where these can be improved -Manage exceptions based outputs, such as suspended , special and lost order, checking and investigating on daily, weekly and monthly basis -Plan the daily tasks and priorities of team members, monitoring outputs and productivity -Support team members with problem solving and customer queries, as well as providing support for daily work overflow -Provide general support and back up to other teams to achieve daily targets -Supervise, develop, lead and maintain a motivated and high performance team |
