Client Service Resolution Lead - Cape Town - Lead Generation Group

Client Service Resolution Lead - Cape Town - Lead Generation Group

Lead Generation Group Cape Town

5 days ago

Description

We are seeking a seasoned Client Service Resolution Lead to join our team at the Lead Generation Group. This is an exciting opportunity to work in a dynamic environment and contribute to delivering exceptional customer experiences.

In this role, you will be responsible for managing and resolving escalated client complaints and issues. You will also develop and implement strategies to reduce the frequency of escalations and enhance overall client experience.

To be successful in this role, you will need strong de-escalation techniques and conflict resolution skills, as well as a thorough understanding of company policies.

You will work closely with other departments to identify root causes of complaints and implement continuous improvement initiatives. Accurate record-keeping is crucial in this role, as is preparing and presenting regular reports on escalation trends and outcomes to senior management.

Key Job Responsibilities

1. Lead and manage a team of IT support specialists during assigned shifts, fostering a positive and collaborative work environment.
2. Provide expert guidance, coaching, and mentorship to team members, promoting technical growth and development.
3. Oversee the resolution of escalated client complaints and issues.
4. Develop and implement strategies to reduce the frequency of escalations.
5. Prepare and present regular reports on escalation trends and outcomes to senior management.

Key Requirements

1. 5-8 years of experience in payments/financial industry.
2. Strong understanding of payments environment (EFT, card schemes, digital banking).