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Customer Service Team Leader

R 15.000,00 monthly eThekwini, KwaZulu-Natal 22 July

HotelJobs CC

  • Description


  • 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.

  • Number of vacancies: 10
  • Requirements

  • Minumun level of education: Grade 12 /N4 (Matric)
  • Availability for travel: No
  • Availability for change of residence: No

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Ad summary

  • Customer Service Team Leader

  • Recruiter

    HotelJobs CC

  • Province

    eThekwini, KwaZulu-Natal

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary

    R 15.000,00 monthly

  • Apply now

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