Customer Service Team Leader - National

Frogfoot Networks (Pty) Ltd; Wes-Kaap; On-site; ZAR 280,000 - 380,000; Full time

Job summary

Frogfoot Networks (Pty) Ltd is seeking a Customer Service Team Leader to lead the Customer Experience team in delivering high-quality support and achieving performance targets.

You will bridge frontline representatives and management, implement customer service policies, coach staff, handle escalations, and drive continual service improvements in the Fibre Network domain.

Qualifications

• Proven leadership experience in customer service.
• Experience in telecoms or fibre networks is a plus.
• Strong communication and coaching能力 (English).
• Ability to analyse data and drive process improvements.

Responsibilities

• Oversee daily activities of the customer service team to meet targets and policies.
• Create work schedules and ensure adequate shift coverage.
• Monitor performance and provide coaching to improve results.
• Handle escalations and ensure customer issues are resolved promptly and satisfactorily.
• Conduct quality checks on customer interactions to maintain service standards.
• Identify process improvements and implement changes to boost efficiency.
• Train and onboard new team members and provide ongoing development.
• Prepare regular reports on team performance and metrics.
• Foster collaboration across team members and with other departments.

Skills

Communication

Active listening

Leadership

Analytical skills

Problem solving

Organizational skills

Technical skills

Adaptability

Performance management

Job description

Frogfoot is in search of a Customer Service Team Leader to join our Customer Experience department.

PURPOSE OF THE JOB

To ensure that the customer service team delivers high-quality support, meets performance targets, and aligns with the company’s overall goals. They act as a bridge between the customer service representatives and higher management, ensuring smooth operations and a positive customer experience.

JOB OBJECTIVES

• Team management
• Escalation handling
• Develop and implement customer service policies and procedures
• Monitor customer service representatives’ performance and provide ongoing coaching and feedback
• Resolve customer complaints and inquiries in a timely and efficient manner
• Analyse customer service trends and recommend improvements
• Train and onboard new customer service representatives
• Monitor customer service representatives’ adherence to company policies and procedures
• Ensure customer service representatives maintain a high level of customer service
• Prepare and analyze customer service reports
• Foster an environment of collaboration and teamwork among customer service representatives

Job Knowledge

• Telecoms
• Customer Experience
• Fibre Network

Job Skills

• Excellent communication skills, including active listening
• Service-oriented and able to resolve customer grievances
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Leadership skills
• Communication skills
• Analytical skills
• Organizational skills
• Technical skills
• Adaptability
• Performance management

Job Qualities

• People-first attitude
• Problem-solving
• Personal/professional ethics
• Persuasive speaking skills
• Empathy
• Adaptability
• Ability to use positive language
• Clear communication skills
• Self-control
• Taking responsibility
• Patience
• Confidence
• Conflict resolution

Tasks - Responsibilities

Team Management

• Supervising Team Members: Oversee the daily activities of the customer service team, ensuring they meet performance targets and adhere to company policies.
• Scheduling and Staffing: Create work schedules, manage time-off requests, and ensure adequate coverage during all shifts to maintain smooth operations.
• Performance Monitoring: Regularly monitor and assess the performance of team members, providing constructive feedback and coaching to help them improve.

Customer Service Operations

• Handling Escalations: Manage escalated customer issues, ensuring they are resolved quickly and to the customer's satisfaction.
• Quality Assurance: Conduct regular quality checks on customer interactions to ensure that the team is maintaining high standards of service.
• Process Improvement: Identify areas where customer service processes can be improved and implement changes to enhance efficiency and effectiveness.

Training and Development

• Onboarding New Employees: Train new customer service representatives on company policies, procedures, and customer service best practices.
• Ongoing Training: Provide ongoing training and development opportunities for team members to keep their skills up-to-date and aligned with company goals.
• Coaching and Mentoring: Offer regular coaching and support to team members, helping them develop their skills and achieve their full potential.

Reporting and Analysis

• Performance Reporting: Prepare and present regular reports on team performance, including key metrics such as call handling times, customer satisfaction scores, and resolution rates.
• Data Analysis: Analyze performance data to identify trends, strengths, and areas for improvement, and use this information to drive decision-making.
• Customer Feedback: Gather and analyze customer feedback to identify common issues and areas where service can be improved.

Customer Interaction

• Direct Customer Support: Occasionally assist with handling customer inquiries, especially during peak times or when dealing with particularly complex issues.
• Customer Relationship Management: Ensure that the team builds and maintains strong relationships with customers, fostering loyalty and repeat business.

Communication

• Team Meetings: Organize and lead regular team meetings to discuss performance, share updates, and address any concerns or questions from team members.
• Interdepartmental Communication: Liaise with other departments (e.g., sales, IT, product development) to ensure that customer service is aligned with overall company objectives and that customer issues are addressed holistically.
• Policy Updates: Communicate any changes in company policies or procedures to the team and ensure they are understood and implemented.

Conflict Resolution

• Team Disputes: Mediate conflicts within the team, ensuring that any disputes are resolved in a fair and timely manner.
• Customer Complaints: Handle and resolve customer complaints, aiming to turn negative experiences into positive outcomes.

Resource Management

• Tool and Resource Allocation: Ensure that team members have the tools and resources they need to perform their jobs effectively.

Compliance and Risk Management

• Adherence to Regulations: Ensure that the team complies with all relevant laws, regulations, and company policies, particularly those related to data protection and privacy (e.g., GDPR).
• Risk Identification and Mitigation: Identify potential risks in the customer service process and implement measures to mitigate them, ensuring the security and confidentiality of customer information.

Strategic Planning

• Goal Setting: Set clear, measurable goals for the team that align with overall company objectives, and develop strategies to achieve these goals.
• Process Innovation: Propose and implement new strategies to improve customer service delivery and enhance the customer experience.

Dealing with Customers

• Being attentive when serving customers.
• Being polite to customers and showing empathy.
• Coping with threats or rudeness from customers / ISP.
• Enquiring about customers' needs.