Customer Service Team Lead
Sapientis Management Consulting
Johannesburg, Gauteng
11d ago

A global Logistics Company requires a Customer Service Liaison Officer to be based at their site in Kempton Park near the Oliver Tambo airport.

Role :

To support the Automotive Logistics Business and to provide a Customer Service Operational link between Principals, Customers, Operations, and the Company’s Business partners, by monitoring the movements of the business vehicles & communicate proactively with Business Partners to achieve operational excellence, and maintain SLA / KPI’s

Candidate Requirements

  • Matric with English and Mathematics
  • Diploma / Degree in Customer Services or Business Management
  • 4-5 years overall Customer Services experience of which 2 3 years should have been gained at Junior Management level within a Logistics environment (essential)
  • Experienced in working with a Call Centre Management tool Supervisory level
  • Experienced in Time and Attendance reporting
  • Good computer literate
  • Have excellent communication and interpersonal skills
  • Have the ability to form strong relationships and successfully lead a Team
  • Responsibilities

  • Monitor performance of team members
  • Monitor Breach & Warning calls Heat System
  • Communicate work practices, procedures and methods to team members, as required
  • Perform additional duties as assigned by management
  • Train CSO on customers requirements
  • Attend meeting on behalf of Management Customer and Daily OPS
  • Conduct daily Performance Dialogues and Weekly Team Meeting
  • Generate report as and when required
  • Monitor Absentiseem Trends
  • Leave Plans, approval
  • Manage Holiday Plans with team, publish holiday plans and postems
  • Conduct Customer Surveys use CXM Report
  • Monitor Telephony System, drive CSO behaviour
  • Drive improvements with Team
  • Monitor Customer Trends
  • oLocation : Successful incumbent will primarily be based in Johannesburg (Kempton Park near OR Tambo Airport)

    oOffer : Market related salary plus benefits (including Medical Aid, Pension, 13th Cheque)

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