Customer Care Team Leader

LiquidCapital Division is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. LiquidCapital Division aims to creatively solve problems and add value to people by ensuring Mobility for Good.

LiquidCapital Division forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.

LiquidCapital Division is seeking to employ a qualified and experienced Customer Care Team Leader. The successful candidate will join a dynamic and highly skilled Customer Care Team.

The successful candidate will report directly to the Customer Care Manager.

The Customer Service Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing, coaching, counselling, training, and problem solving.

Additionally, the position is responsible for assisting the Manager and Supervisor with development of staff, attendance, reporting and escalations.

SPECIFIC ROLE RESPONSIBILITIES

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Writes and administers performance reviews for skill improvementEnsures employees have appropriate training and other resources to perform their jobs
• Responds to and resolves employee relations issues expressed by team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Addresses disciplinary and/or performance problems according to company policy to the Manager
• Assists the manager with daily operation of the call centre
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Uses appropriate judgment in upward communication regarding department or employee concerns employee concerns
• Duties and responsibilities are not limited to the above
• Dealing with customers in a professional manner
• Manage escalations escalated by the customer care team

QUALIFICATIONS AND EXPERIENCE

• Grade 12 / Matric
• 2 – 3 years work experience in a same or similar role
• Background in Insurance / Motor Industry

SKILLS AND PERSONAL ATTRIBUTES

• Computer literate – MS Word, Excel, and Outlook (knowledge/experience)
• Excellent communication (verbal and written) - Good command of the English language
• Energetic
• Multi-tasking
• Excellent time management and attention to detail
• Confident and assertive
• Ability to work under pressure
• Ability to teach and coach
• Punctual
• Communication Proficiency
• Customer/Client Focus
• Leadership
• Organizational Skills
• Performance Management
• Problem Solving/Analysis
• Honesty and integrity
• Credit and criminal clear
• Own or reliable transport
• Own and live up to company values