Team Leader - Customer Service

JOB PURPOSE The job incumbent’s role will be to efficiently manage the Customer Service Department of the Service Centre to ensure that optimal service is given to customers. MAIN RESPONSIBILITIES - Be the prime point of contact of the company with the end customer, consumer protection bodies ...

JOB PURPOSE
The job incumbent’s role will be to efficiently manage the Customer Service Department of the Service Centre to ensure that optimal service is given to customers.
MAIN RESPONSIBILITIES
- Be the prime point of contact of the company with the end customer, consumer protection bodies and suppliers
- Handle difficult customers/issues
- Lead and motivate the Customer Service Team
- Plan, organize, manage and monitor the daily operations of the Customer Service Department to deliver excellent customer service
- Planning of daily interventions
- Ensure that the customer service team provides necessary, accurate and timely feedback to customers
- Liaise with technicians on the daily status of repairs
- Investigate customer issues and find appropriate solutions
- Provide the necessary feedback, training and development to customer service staff to improve their accuracy, productivity and quality of their works
- Identify and communicate to the Head of Service Centre, areas of improvement and provide recommendations / solutions to improve professionalism and service
- Identify training needs of subordinate staff and organize relative training accordingly in collaboration with HR department
PROFILE
- Passionate about delivering excellent customer service
- Diploma in Management
- Minimum of 3 years’ supervisory experience preferably in a customer facing environment
- Highly customer focused and able to demonstrate excellent communication/telephone skills
- Excellent people management skills
- Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescale
- Solutions driven
- Fully IT conversant