Customer Care Team Leader

DFA; Johannesburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in the ISP market is seeking a Customer Service Team Leader to manage a team of professionals. You will be responsible for ensuring high levels of customer satisfaction through effective team leadership and operational excellence. Your role will include guiding agents, evaluating performance, and implementing service policies to enhance the customer experience.

Qualifications

• Experience in managing customer service teams.
• Strong leadership skills and ability to implement policies.
• Competence in using CRM tools and performance tracking.

Responsibilities

• Lead and manage a team of customer service agents.
• Ensure effective resolution of escalated customer complaints.
• Conduct regular performance evaluations and provide feedback.

Skills

Customer service management

Performance evaluation

Team leadership

Conflict resolution

Analytical skills

Job description

To ensure exceptional customer support services and maintain high customer satisfaction levels that differentiate SADV from the rest of the ISP market.

• Lead and manage the assigned team of customer service agents.
• Directly oversee the daily operations of the team.
• Ensure team members understand and follow company policies and procedures.
• Provide guidance and support to agents.
• Conduct regular performance evaluations and feedback sessions.
• Assist the training and onboarding of new team members.
• Track daily, weekly and monthly KPIs for the team.
• Prepare performance reports for the Customer Care Manager.
• Identify areas of performance for improvement and implement action plans.
• Develop and manage team schedules to ensure adequate coverage and resource efficiency.
• Handle shift changes and ensure smooth transitions between shifts.
• Manage and review overtime claims.
• Handle escalated customer inquiries and complaints.
• Resolve customer issues that are escalated by team members.
• Ensure timely and effective resolution of customer complaints.
• Work closely with other team leaders to ensure consistency and alignment in customer care.
• Collaborate with other departments to address and resolve cross-functional issues affecting customer experience.
• Support the implementation of customer service policies and training programs.
• Assist in the rollout of new policies and training initiatives.
• Ensure team members are updated with the latest procedures and best practices.
• Collect and analyse customer feedback specific to the team.
• Provide insight and recommendation to the Customer Care Manager for continuous improvement.
• Ensure effective use of CRM, ticketing, and other customer service tools within the team.
• Address any technical issues or process inefficiencies affecting the team's performance.