Customer Service Team Lead - Mahikeng

Placements24; LegKraal Gate; In loco; ZAR 480.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical aid

Retirement fund contributions

Performance-based bonuses

Descrizione del lavoro

Placements24 in Mahikeng, North West, seeks an experienced Customer Service Team Lead to guide a busy contact center on-site. You will mentor, coach, and manage a team of representatives to deliver exceptional service and meet performance targets.

Responsibilities include monitoring performance, handling escalations, optimizing processes, and driving customer satisfaction. The role requires at least 4 years in customer service, with 2+ in a supervisory capacity, and a relevant qualification.

Competenze

• Minimum 4 years in customer service with at least 2 years in a team lead role.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• On-site work in Mahikeng, North West.

Mansioni

• Lead, coach, and motivate a team of customer service representatives to meet and exceed performance metrics.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complex complaints, ensuring timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Train new team members and provide ongoing professional development for the existing team.
• Ensure adherence to company policies, procedures, and service standards.
• Analyze call data and customer feedback to identify trends and areas for improvement.
• Manage team scheduling and workload to ensure adequate coverage and operational efficiency.
• Foster a positive and collaborative team culture within the Mahikeng office.

Conoscenze

Team leadership

Customer service management

Communication

Problem-solving

Formazione

Relevant tertiary qualification

Strumenti

CRM systems

Call center technology

Descrizione del lavoro

About the Role

Our client, a prominent player in the telecommunications industry, is seeking an experienced and dynamic Customer Service Team Lead to manage their operations in Mahikeng, North West . This on-site leadership role is critical for guiding, mentoring, and motivating a team of customer service representatives to achieve exceptional service standards. You will be responsible for overseeing daily operations, ensuring performance targets are met, and fostering a positive and productive team environment. This position requires strong leadership skills and a commitment to excellence in customer service delivery at our Mahikeng contact center.

Key Responsibilities

• Lead, coach, and motivate a team of customer service representatives to meet and exceed performance metrics.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer issues and complex complaints, ensuring timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Train new team members and provide ongoing professional development for the existing team.
• Ensure adherence to company policies, procedures, and service standards.
• Analyze call data and customer feedback to identify trends and areas for improvement.
• Manage team scheduling and workload to ensure adequate coverage and operational efficiency.
• Foster a positive and collaborative team culture within the Mahikeng office.

Requirements

• Proven experience (minimum 4 years) in customer service, with at least 2 years in a team lead or supervisory role.
• Demonstrated leadership and people management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong understanding of customer service principles and best practices in the telecommunications sector.
• Proficiency in CRM systems and call center technology.
• Ability to work effectively under pressure and manage challenging situations.
• Must be able to commit to working on-site in Mahikeng, North West .
• A relevant tertiary qualification is advantageous.

Benefits

• A competitive annual salary of R , reflecting leadership experience.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for career advancement and leadership development.
• A dynamic and supportive work environment in Mahikeng .
• Performance-based bonuses and incentives.
• Contribution towards ongoing training and professional growth.