Our client in the Media and Printing industry has an opening for a team leader in their call centre department.
They offer an exciting opportunity to be part of a company that has cutting edge technology and that delivers bespoke printing solutions. They strive to deliver excellent customer services.
Duties and responsibilities: • Management of a 4- seat call centre, setting of goals, staff training and motivation. • Implementing new policies and protocols that will improve client experience. • Developing scripts and standardizing responses to create cohesion and effective communication. • Dealing with complaints and resolving problems. • Ensuring that online ordering issues (payment gateway, software issues) are dealt with immediately and effectively. • Communicating effectively and professionally between production and the client. • Maintaining a strong knowledge of company processes - understanding the delivery workflows, dispatch protocols, ordering and tracking software, company promotions, etc. • Reporting to management on a weekly basis.
Qualifications: • Minimum of 5 years call centre experience with 3 years of management/leadership experience • Additional Knowledge of IT, printing, or photographic processes. • The candidate must be fully bilingual in both English and Afrikaans