Customer Services Team Leader - Brackenfell, South Africa - O'Brien Recruitment

O'Brien Recruitment

Verified Company

Brackenfell, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

A well established company based in
Brackenfell Cape Town is looking to employ experienced
Customer Services Team Leader to join their organisation.

This role reports into the Customer Service Manager.

Hours

40hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Purpose of the role

The purpose of the Customer Services Team Leader role is to provide team leadership and functional operational excellence in the evolution of our CCC service delivery
The Customer Services Team Lead manages and coordinates aspects pertaining to the operational customer interfacing aspects of the Customer Services Team (between 1018 Customer Service Agents)
The role motivates and develops the specifically allocated Customer Services delivery team that continuously seeks to meet and exceed the needs of our customers
The role aligns with and supports the Customer Service Manager to cocreate solutions, service scripts and standards with multiple stakeholders by placing the customer experience at the centre and evolving the service delivery model
Being in direct contact with our customers means we're able to consistently surprise them with outstanding service the mission of this role is to create a bestinclass customer service experience as measured by the performance of their team within the bigger picture
To ensure that optimal service is delivered to customers

Qualifications and experience
- +2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - (
essential)

Degree in Consumer behaviour, Communications, Business or equivalent (beneficial)
Experience within the FMCG, retail sector or similar (preferred)
Demonstrable passion for People
Knowledge of Customer Contact / Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context

- (essential)