Job Summary
Summary:
Our client is seeking an experienced Team Leader to join their customer care team in Cape Town. As a Team Leader, you will be responsible for handling customer service inquiries and addressing problems related to our client base. You will play a crucial role in ensuring the delivery of professional service and managing a team of Customer Care Agents.
Essential Functions:
- Manage and lead a team of Customer Care Agents, providing guidance and support in handling customer inquiries and resolving complex problems or complaints.
- Utilize computer applications effectively to deliver exceptional service and maintain accurate records of customer interactions.
- Collaborate with customers, clients, and vendors, addressing any concerns and escalating issues as necessary.
- Attend training sessions to continuously improve client and customer satisfaction, enhance job performance, and stay updated on relevant information.
- Adhere to company and Contact Center policies and procedures, ensuring compliance in all customer interactions.
- Complete any assigned work from management in a timely manner.
Competencies:
- Service Oriented/Internal Customer Service: Demonstrates a passion for serving customers, prioritizes their needs, and seeks to exceed expectations. Works collaboratively as part of a team to provide exceptional service at every stage of the customer chain.
- Fast & Flexible: Maintains a sense of urgency in completing tasks, adapts quickly to changing environments or circumstances, and collaborates effectively in a dynamic work environment.
Requirements:
- Education: High school diploma or equivalent.
- Experience: Minimum of 2 years of customer service Team Leader experience, (preference will be given to those with FinTech experience)
- Communication: Excellent oral and written communication skills.