Customer Service Representative - Cape Town - Fempower

    Fempower
    Fempower Cape Town

    1 week ago

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    Description

    Job Title: Customer Service Representative Team Supervisor - German

    The Customer Service Representative (CSR) Team Supervisor is responsible for leading a team of German-speaking CSRs, ensuring the delivery of outstanding customer service. You will oversee daily operations, guide and support your team, and ensure performance standards are consistently met.

    This role is crucial in driving team motivation and efficiency while ensuring customer satisfaction.

    Key Responsibilities:

    • Team Leadership: Lead and manage a team of German-speaking CSRs, providing direction, guidance, and support.
    • Daily Operations: Oversee day-to-day workflows to ensure seamless operations and high-quality service delivery.
    • Performance Management: Conduct regular performance evaluations, provide constructive feedback to help team members grow and improve.
    • Escalation Resolution: Address and resolve customer escalations promptly, ensuring effective and timely solutions.
    • Collaboration: Work closely with other departments to streamline processes, enhance customer service, and ensure smooth workflow across teams.
    • Target Monitoring: Track and update performance metrics, ensuring team targets are consistently met or exceeded.

    Requirements:

    • Language Skills: Fluent in both speak, read & write German and English.
    • Experience: Prior experience in customer service leadership or supervisory role, preferably in a call center environment.

    Skills:

    • Strong Leadership and Communication Skills.
    • Ability to Manage Escalated Customer Issues with Professionalism and Empathy.
    • Excellent Organizational and Problem-Solving Abilities.
    • Strong Focus on Driving Team Success and Achieving Performance Metrics.

    Remuneration Package:

    • On Target Earnings: 35,500.00
      • Basic Salary: 31,000.00
      • Shift Allowance: 0
      • Commission & Incentives: 4,000.00
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