Customer Service Team Leader
- Cape Town, Western Cape
- Permanent
- Full-time
- Degree in Consumer behaviour, Communications, Business or equivalent – beneficial.
- 2+ years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - essential.
- Experience within the FMCG, retail sector or similar - preferred.
- Demonstrate a passion for people.
- Knowledge of Customer Contact or Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- essential.
- An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function- demonstrating knowledge of trending practices in this context - essential.
- Supporting strong foundations on which to build the continuous development, improvement, efficiency, and success.
- Ensure that the specifically allocated customer services team complies with relevant regulations.
- Ensure support and input to financial objectives by providing cost estimates and budget inputs.
- Together with other stakeholders, support the preparation of performance reports, and report to the Customer Services Manager as required on:
- Complaint Trends
- Reputational Risk issues
- Opportunities.
- Support and participate in the enablement of culture and employee communications.
- ensure succession development plans are in place and take responsibility for the development of an operational talent pool.
- Support regular compliance and audit checks to measure performance against targets across all channels and services.
- Maintain and improve customer services operations by participating in setting targets and effectively collaborating with other role players in the team.