Customer Service Team Manager - Durban, South Africa - Konecta SA

Description

As a Customer Service Team Leader, you will play a pivotal role in ensuring the delivery of high-quality customer service and support within our call center operations.

You will lead a team of customer service representatives, providing guidance, coaching, and support to ensure they meet and exceed performance targets and uphold our company's standards of service excellence.

• Lead and motivate a team of customer service representatives to achieve individual and team performance goals.
• Provide ongoing coaching, feedback, and training to enhance team members' skills and performance.
• Monitor and evaluate team performance metrics, such as call quality, customer satisfaction, and productivity, and take corrective actions as needed.
• Handle escalated customer inquiries and complaints, demonstrating professionalism and empathy in resolving issues to the satisfaction of the customer.
• Collaborate with other departments to ensure seamless coordination and resolution of customer issues.
• Implement and maintain best practices in customer service processes and procedures.
• Generate reports and analyze data to identify trends and areas for improvement.
• Foster a positive and supportive work environment that encourages teamwork, collaboration, and continuous improvement.

• Minimum of 2 years of experience in a customer service leadership role within a contact center, preferably in the retail sector.
• Proven track record of successfully leading and motivating teams to achieve performance targets and deliver exceptional customer service.
• Excellent communication and interpersonal skills, with the ability to effectively coach, mentor, and develop team members.
• Strong problemsolving skills and the ability to handle escalated customer inquiries and complaints with professionalism and empathy.
• Ability to thrive in a fastpaced and dynamic work environment, with a customerfocused mindset.
• Proficiency in Microsoft Office Suite and experience with customer relationship management (CRM) software is desirable.
• Bachelor's degree or equivalent work experience preferred.