Team Leader: Member Experience Specialist - Western Cape, Bellville, South Africa - iMasFinance

Description

iMasFinance's job vacancy, Career and Recruitment

Job title : Team Leader: Member Experience Specialist jobs in Western Cape

Job Location : Western Cape, Bellville

Deadline : May 17, 2024

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Job Purpose:

To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate a team of Contact Centre agents to deliver departmental KPI's, targets and objectives.

Job Outputs:

Design, implement and manage the query and dispute resolution processes.

Evaluates and manages queries or disputes that require a more senior evaluation.

Reports on agent, workforce, and quality performance

Managing the agents and workforce requirements

Training agents where required.

Setting process and quality standards

Evaluating service delivery against these standards

Engaging with other business units where necessary to assist with great service delivery.

Qualifications:

Grade 12 with Mathematics and Accounting

Call Centre qualification is an advantage.

Credit Management or Debt Collection qualification is an advantage.

Experience:

3 years' Operational Retention in Financing/Banking environment

3 years' Operational Service & administrative support

2 Years Operational contact centre enviroment

Knowledge and Skills:

Listening skills

Communication skills

Multi-lingual including English

Excellent communication skills

Assertiveness and negotiation skills

Code 8 drivers' license

Computer literate (MS office & Excel)

Sound knowledge of the applicable debt collection and legal proceed.

*Customer Service jobs in south africa
*Team Leader: Member Experience Specialist in Bellville