PURPOSE OF THE ROLE
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.
DUTIES AND RESPONSIBILITIES
Manage and support customer services team to handle client retention & client enquires via all channels (Inbound, email, social media, chat platforms)
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.
Build relationships with other business units and key individuals, to improve your team's objective delivery.
Allocate tasks effectively to ensure SLAs are met.
Ensure high levels of customer experience maintained; ensure delivery of performance and business metrics.
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.
Co-ordinate and manage the complaint handling process.
Ensure all complaints via all platforms are resolved within SLA. Maintain the Complaints register ensuring accuracy & completeness.
Monitor your teams KPIs very closely and provide related reports to stakeholders within the business.
MINIMUM QUALIFICATIONS AND EXPERIENCE
Matric is essential (proof of which must be available at interview stage)
Must have +1 year Customer Service Team Leader experience
A minimum of one year in a Customer service environment within the financial services sector
Must be eligible to go onto the rep register.
Must be able to work on Microsoft Office including Excel, Word and Outlook
Must have an understanding of various product offerings within Talksure
CHARACTERISTICS OF THE REQUIRED CANDIDATE
Be customer focused
Be an excellent communicator
Have outstanding negotiation skills
Be able to work under pressure
Be self-motivated and results driven
Be able to think creatively and have a positive attitude
Have a positive attitude
Must be self-managed
Must be a problem solver
Must be customer service orientated
SALARY : R11,000-R12,000 TCTC