To drive the overall performance of the team and manage International client processes. Responsible for supervisory support, escalation/complaint handling and delivering results as per Client Service Level Agreement targets and timelines.
NB: This is a Night Shift role.
Minimum Requirements (Qualifications and Experience):
- Grade 12/ Matric.
- A Degree/Diploma in any related field will be an added advantage.
- 3 years of work experience in a Customer Service Environment.
- 1-3 years Supervisory experience in Customer Service Environment.
- Proven Product knowledge (Essential).
- Proficiency in MS Office and Excel.
- Own vehicle is preferred due to International hours and seven-day operation.
- Must have experience (with the flexibility) in working International shifts from South Africa.
Key Responsibilities:
- Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets/timelines.
- Produce reports to gauge process performance and lead process meetings/calls.
- Customer satisfaction and voice quality on calls will be key metrics to be focused on.
- Drive overall performance and manage the end-to-end processes.
- Manage teams and ensure customer satisfaction, quality and productivity targets are met.
- Motivate team members and manage attrition.
- Complaint and escalation management.
- Monitor call transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Build and maintain relationships with key stakeholders in the business.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Client Interaction, where required – Daily/Weekly/Monthly.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits.
- Effectively manage queue and balancing of workload.
- Presenting and communicating information effectively.
- Working well with people.
- Adhering to company values.
- Coping with pressure and setbacks.
- Ability to build strong business relationships and networks.
- Delivering results and meeting customer expectations.
- Adapting and responding to change.
- Excellent Attendance in the last 3 months.
- Technical Competencies Required:
- Proven ability to compile and manage data – attention to detail; data integrity management; confidentiality.
- Report writing using various MS Office applications (i.e. MS Excel, MS Word and MS PowerPoint).
- Quality and Coaching.
- Voice of the Customer (e.g. NPS, CSAT, CES etc.).
#J-18808-Ljbffr