Customer Service Team Leader

• Coaching, developing, supporting and motivating a team of consultants on a daily basis including KPI management, performance reviews (one on ones, annual and mid year performance reviews), implementation and monitoring of development plans - for self and team.
• Understand business unit’s sales strategy, customers and products to align our service offering to the customers needs.
• Monitoring of key metrics (Service Charter Compliance; Backorder Management, CSi and OTIF) to drive compliance, implement corrective actions and deliver on customer and business expectations.
• Stakeholder engagement – attend various weekly/monthly internal departmental meetings as set out, but not limited to: TMC Order Review Sessions, Claims meetings, CSI meetings, Domestic Commercial meetings i.e. Manco, as and when required; and adhoc internal projects as and when required.
• Conduct regular team meetings to feedback on challenges, workable solutions, forward planning , general business and customer updates.
• Understand business unit’s sales strategy, customers and products to align our service offering to the customers needs.
• Managing delivery against business targets including adherence to policies, procedures and processes, inbound/outbound calls and turnaround timescales for internal and external customers.

The ideal candidate must have three to five years total work experience, of which at least 2 years must be demonstrable supervisory/team leader experience in a call centre or customer service environment, as well as experience in leading a team is essential. The role will require someone who has matric as well as Customer Service qualification or relevant tertiary education. The candidate must have the ability to navigate multiple computer systems and platforms, and be computer literate.

The ideal candidate would be required to develop and deliver excellent levels of service, stimulate customer retention, generate sales opportunities and offer the best customer experience possible, through managing the daily operational customers service activities. Additionally to coach, support and develop a team of Customer Service Consultants to complete tasks supporting the objectives and targets set by the businesses, while adhering and complying to legislation.

“We value the importance of a diverse workforce as a cornerstone of our business success. Our primary focus in selecting the most suitable candidates for our roles is based on their skills, qualifications, and experience. We wholeheartedly embrace the principle of equal opportunity in our employment processes and are committed to eliminating any unlawful discrimination in our hiring practices”.