Customer Care L2 Team Leader
- Western Cape
- Permanent
- Full-time
- Oversee the daily operations of the customer care team
- Manage and coordinate the inbound customer communication channels, including email workflows, ensuring prompt responses and efficient task delegation
- Assign and distribute tasks to team members, ensuring timely resolution of inquiries
- Oversee junior agents to ensure they remain compliant and adhere to company policy and procedures
- Ensure all records and team admin, is compiled and up to date
- Handle complex inquiries and resolve escalated complaints effectively
- Train staff and facilitate continuous learning to enhance knowledge and skills
- Compile and analyse reports on customer service performance and key metrics with the Customer Care Manager
- Collaborate with other relevant departments and stakeholders for a seamless customer experience
- Ensure compliance with regulatory requirements, including the FAIS Act, PPR, and CPA
- Knowledge of the FAIS Act, PPR, and CPA.
- Proven experience in managing customer inquiries, delegating tasks, and resolving disputes.
- Proficiency in customer service software and CRM systems.
- Matric or relevant qualification.
- RE5 (advantageous)
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Problem-solving and conflict resolution skills.
- Analytical and report-writing capabilities.
- Ability to manage multiple priorities under pressure.
- Query and complaint resolution times.
- Team Abandon Rate.
- Inbound Communication SLA.
- Compliance with regulatory standards including internal audit scores.
- Team productivity and performance metrics.
- Interactions resolved.
- Calls Answered
- Hello Peter Reviews