Broker Client Services Team Lead

Momentum; Sandton; Sur place; ZAR 420 000 - 680 000; Plein temps

Résumé du poste

Momentum in Sandton is seeking a skilled Client Service Team Leader to lead a team that supports clients with requests, queries, escalations and documentation in line with service levels and regulatory requirements.

You will manage daily operations, monitor SLA performance, mentor staff and foster strong relationships with clients and stakeholders to ensure exceptional service delivery.

Qualifications

• 3-5 years experience in a call centre or client service environment.
• 2-3 years management experience.
• Exposure to the insurance industry (preferred).

Responsabilités

• Lead and guide the team in resolving client requests, queries and escalations while ensuring compliance with SLAs and regulations.
• Monitor and control team delivery against client SLAs and performance metrics.
• Act as escalation point and provide feedback to improve processes and client experience.
• Develop and maintain standard operating procedures to ensure consistent service delivery.
• Build and maintain relationships with clients and stakeholders and deliver on agreed commitments.

Connaissances

Customer service

Team leadership

Call centre operations

Description du poste

Momentum in Sandton is seeking a skilled Client Service Team Leader to lead a team that supports clients with requests, queries, escalations and documentation in line with service levels and regulatory requirements.

You will manage daily operations, monitor SLA performance, mentor staff and foster strong relationships with clients and stakeholders to ensure exceptional service delivery.