Sales & Service Centre Team Leader

Cre8work!; Germiston; On-site; ZAR 150,000 - 250,000; Full time

Job summary

A leading service center in Germiston is seeking a professional to oversee the sales and service center's operations. This role requires a strong customer service focus and 12 months of relevant experience in the tyre industry or a similar environment. Responsibilities include ensuring the center meets established quality standards and SLA levels for inbound interactions. Ideal candidates will have strong problem-solving abilities, excellent communication skills, and a good grasp of customer relationship management systems.

Qualifications

• 12 months experience in the tyre industry is essential.
• 12 months quality assurance experience in a sales and service center environment is required.
• Good communication skills and a customer-centric attitude are needed.

Responsibilities

• Oversee the sales and service center to meet quality and service standards.
• Monitor SLA levels on all inbound interactions.

Skills

Customer service skills

Problem solving & trouble shooting skills

Software skills (Salesforce, Sage, Telephonic system)

Conflict resolution skills (internal & external)

Coaching & corrective management skills

Time management skills

Basic budgetary and asset management skills

Relationship Management

Leadership and Management skills

Sales & Service Centre operational skills

Presentation skills

Negotiating skills

Education

Matric certificate

Tools

Salesforce

Sage Evolution

Mitel/CCMWeb

Call cabinet/Atmos

Job description

PURPOSE OF JOB

Responsible for overseeing that the sales and service center meets the established standards of quality, service and SLA levels on all inbound interactions.

MINIMUM REQUIREMENTS/QUALIFICATIONS AND EXPERIENCE

1. matric certificate
2. tyre industry experience of 12 months essential
3. quality assurance experience in a sales and service center environment of 12 months essential
4. intermediate Microsoft office skills
5. a natural aptitude for mathematics and statistics
6. attention to detail
7. problem solving abilities
8. excellent written and verbal communication skills and business acumen
9. customer centric attitude
10. negotiation skills
11. back office and billing systems knowledge is advantageous
12. willingness to adapt to an ever changing environment
13. copes well under pressure
14. good time keeping
15. fully competent on the below systems:

• salesforce
• sage evolution
• mitel/ccmweb
• call cabinet/atmos

Knowledge

• Sales & Service Centre operational knowledge
• Sales & Service Centre SOP’s
• Customer SLA’s
• IR & Labour Relations Policies
• Policies & Procedures
• Basic understanding of volume discount structures
• Organogram & Business Process
• Export requirements
• Product knowledge

Skills

• Customer service skills
• Problem solving & trouble shooting skills
• software skills (Salesforce, Sage, Telephonic system)
• Conflict resolution skills (internal & external)
• Coaching & corrective management skills
• Time management skills
• Basic budgetary and asset management skills
• Relationship Management
• Leadership and Management skills
• Sales & Service Centre operational skills
• Presentation skills
• Negotiating skills