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Customer Service Team Leader - Mr D Food
takealot.com - Cape Town, Western Cape
Closing date ayichazwanga
Regrettably, this position has been removed.
Purpose
- This position will report to the Customer Services Manager.
Requirements
- Min. 18 months + customer service experience in related positions
- Successfully completed NQF Level 4/Matric/Grade 12 and ideally some post-matric study
- Flexibility to work rotational shifts which include weekends, public holidays and overnight work.
Skills & Competencies
- Passionate about teamwork
- Responsible and Accountable
- Excellent verbal and written communication skills
- Leadership skills – display the qualities of a leader and set a good example
- Results orientated
- Empowering within team and structure
- Strong interpersonal skills and the ability to work as an effective team member and leader
- Problem-solving skills
- Analytical skills
- Excellent listening skills
- Must be driven / self-motivated
- Intermediate to advanced excel skills
- High level of computer literacy
- Ability to compile feedback in writing and for verbal purposes
- Comfortable and able to function in an ambiguous, fast-paced, high-pressure environment, while maintaining high-quality outputs
- A self-starter that’s comfortable with constant change
- Ability to use multiple systems and multitask in a fast-paced environment
- Knowledge of delivery and or courier services.
Responsibilities
- Measuring & Managing internal customer attendance & Time Keeping
- Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
- Ensuring that the productivity targets for a call and email monitoring are met as per internal service level agreements.
- Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
- Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
- Identify and escalate problem areas, trends and training opportunities to the appropriate stakeholder/s
- Manage your team’s probation period through regular performance discussions and coaching.
- Deliver individual/group coaching sessions to ensure KPI Targets are met.
- Drive and motivate your team to achieve targets.
- Report on the overall quality of customer interaction activity per agent in your team.
- Liaise with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders
- Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided
- Take ownership of a customer and ensure their needs are met as soon as possible
- Lead a team of 15 + Customer Service Assistants and optimally manage all staffing needs, productivity, and quality
- Manage all Internal and External Customer Services complaints
- Ensure company policies and procedures are communicated to the team, managing and resolving people-related problems, including but not limited to resolving employees conflict of interest, absenteeism, including but not limited to all industrial relations matters.
- Manage and maintain a highly focused and motivated team
- Ensure the minimum Contact Centre service levels are maintained on a daily basis.
- Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties.