Customer Service Team Leader

MetroFibre; Ballito; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A telecommunications company based in Ballito is looking for a Customer Service Team Leader to oversee the sales and operational activities within the store. This role involves managing a team of Customer Service Consultants, ensuring high customer service standards, and developing sales strategies. The ideal candidate will have strong leadership and organizational skills, along with a minimum of three years' experience in a similar role. Post-matric qualifications in sales or customer service are preferred.

Qualifications

• Strong leadership skills for managing a team of Customer Service Consultants.
• Excellent organizational abilities for overseeing store operations.
• Minimum 3 years of experience in a Senior Customer Consultant or Team Leader role.

Responsibilities

• Supervise and manage a team of Customer Service Consultants.
• Oversee store operations and inventory control.
• Monitor and analyze sales performance.

Skills

Leadership skills

Organizational abilities

Sales strategy implementation

Team management

Customer service excellence

Education

Matric / Grade 12

Post-matric qualifications in sales or customer service

Job description

Role Summary

The Customer Service Team Leader at MetroFibre will be responsible for overseeing the sales and operational activities within the store. This role requires strong leadership skills, excellent organizational abilities, and the ability to effectively manage a team of Customer Service Consultants.

Responsibilities

• Supervise and manage a team of Customer Service Consultants, providing guidance, support, and coaching to ensure their success.
• Oversee store operations, including opening and closing procedures, cash management (if applicable), and inventory control.
• Monitor and analyse sales performance, providing regular reports and recommendations for improvement.
• Develop and implement sales strategies and targets in collaboration with the sales team.
• Ensure that all customer inquiries and concerns are handled promptly and professionally, escalating issues as necessary.
• Maintain a high standard of customer service, ensuring that all customers receive a positive and memorable experience.
• Collaborate with other departments, such as technical support and marketing, to address customer needs and enhance overall operations.
• Conduct regular performance evaluations and provide constructive feedback to the team, identifying areas for improvement and implementing training programs as needed.
• Implement and enforce company policies, procedures, and guidelines to ensure compliance and operational efficiency.
• Coordinate with the Channels Sales Manager (Emerging Market) and other supervisors to ensure seamless integration of sales and operations activities.
• Foster a positive and inclusive team culture, promoting teamwork, collaboration, and employee engagement.

Qualifications

• Matric /Grade 12
• Post-matric qualifications in sales or customer service will be preferred.

Work Experience

• Minimum 3 years\' experience in a Senior Customer Consultant or Team Leader role, preferably within a Telecommunications / ICT industry