Customer Service Team Leader
Talksure
Umhlanga, Durban, South Africa
2h ago

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
  • PREFERABLE

  • Multi-Lingual advantageous
  • 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

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