Customer Service Lead Associate

TTEC; Cape Town; On-site; ZAR 200,000 - 250,000; Full time

Job summary

A global customer experience company in Cape Town is seeking a Lead Associate to enhance customer satisfaction through effective communication and problem-solving. Candidates should have a high school diploma and at least 2 years of customer service experience. The company offers a supportive environment focused on career development and team success.

Benefits

Health and wellness incentives

Tuition reimbursement

Paid time off

Qualifications

• 2 or more years of customer service experience in the BPO or hospitality sector.
• Comfortable with decision making by assessing situations and researching solutions.
• A patient, compassionate, and professional personality with strong service orientation.

Responsibilities

• Answer incoming communications from customers and build relationships.
• Conduct research to provide answers for customers to resolve their issues.

Skills

Customer service experience

Decision making

Solution-oriented mindset

Time management

Communication skills

Education

High school diploma

Job description

Overview

Your potential has a place here with TTEC’s award-winning employment experience. As a Lead Associate working onsite in Cape Town, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Do

Do you have a passion for helping others and giving them peace of mind? You’ll have ownership over resolving escalated or complex calls from customers.

Whether it’s getting answers for customers quickly, consulting on products with compassion or resolving their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

• During a Typical Day, You’ll
  • Answer incoming communications from customers with a focus on building a relationship of trust and enthusiasm while delivering effective solutions
  • Conduct research to provide answers for customers to resolve their issues

Qualifications

• 2 or more years of customer service experience in the BPO or hospitality sector with a high school diploma
• Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
• A solution-oriented mindset to ensure happy customers
• A patient, compassionate and professional personality with strong service orientation and a high level of trust and integrity
• Time management, flexibility, organizational and multi-tasking skills
• You lead by example and work with your team to contribute to the overall success of your client program
• Computer experience and strong written and verbal communication skills

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Visit https://mybenefits.ttec.com/?manual for more information.

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to the Team Leader. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.