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Customer Service Team Leader needed: APPLY HERE

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Customer Service Team Leader needed: APPLY HERE

Durban, KwaZulu-Natal
Full-time, Permanent

*Please note that we will be accepting applications during the “lockdown period”, interviews will be conducted telephonically or delayed till after the lockdown has ended*

Job Description

Campaign: Voice, Chat, and Correspondence

Location of Job: Durban, CBD

Operational Hours: Monday – Sunday: Rotational Day / Night-shifts

Salary: Market Related depending on experience

We are looking for key individuals who are passionate about delivering exceptional levels of service and high-quality performance.

Requirements:

Matric.

A strong background in Customer Service within a contact centre.

Minimum 2 years, unbroken service as a Customer Service Team Leader on an international campaign.

Proven track record of meeting targets.

Good Communication skills, written and verbal.

A thorough understanding of basic coaching models – SAFE, SMART, GROW.

Ability to work under pressure and adapt to change.

Computer literate on MS Office packages MS Word, Excel, PowerPoint.

Strong analytical skills.

Ability to work under pressure whilst remaining flexible during any period of change based on the needs of the company.

Flexible to work in a shifted environment.

Responsibilities:

Assisting the operations managers with daily operation of the call centre to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

Handling escalations from the customer.

Analysis of first-time contact resolution targets & supports teams in achieving targets.

Support agents to achieve the productivity and attendance targets.

Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Conduct Coaching on agents.

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Addresses disciplinary and/or performance issues according to company policy.

Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

Should you meet the above criteria, apply on-line.

Job Types: Full-time, Permanent

Work Remotely: Yes. Apply Now

Source: ijobs

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