Company: Motus Corporation
Location: Edenvale, Gauteng
Job Type: Permanent
Closing Date: Not Specified
JOB DESCRIPTION
The Customer support Team Leader is responsible for providing excellent and efficient customer support to consumers by managing a team of employees on a daily basis, which includes inspiring, recognizing, coaching, counselling, training, and problem solving.
Additionally, the job is responsible for aiding the Manager and Supervisor with staff development, attendance, reporting, and escalation.
REQUIREMENTS
- Grade 12 / Matric.
- 2–3 years of experience in the same or related capacity.
- Background in the insurance and automotive industries.
SKILLS AND PERSONAL ATTRIBUTES
- Computer savvy in MS Word, Excel, and Outlook (knowledge/experience).
- Excellent communication skills (verbal and written) – Strong grasp of the English language.
- Energetic.
- Multi-tasking.
- Great time management and attention to detail.
- Confident, assertive.
- Capacity to operate under pressure.
- The ability to instruct and coach.
- Punctual.
- Communication Proficiency.
- Customer/client focus.
- Leadership.
- Organizational skills.
- Performance management.
- Problem Solving and Analysis.
- Honesty & Integrity.
- Credit and criminal records are clean.
- Own or use dependable transportation.
- Own and live up to the company’s principles.
Specific Role Responsibilities:
- Provide daily guidance and communication to staff to ensure that customer service inquiries are answered in a timely, efficient, and informed way.
- Provides continuous evaluation of processes and procedures. Responsible for recommending ways to improve area operations, efficiency, and service to both internal and external customers.
- Each team member receives frequent statistics and performance evaluation, as well as coaching.
- writes and executes performance assessments for skill enhancement.Ensures staff have the necessary training and resources to do their tasks.
- Responds to and resolves employee relations concerns raised by team members.
- Creates and maintains a high-quality work environment, motivating team members to achieve at their maximum level.
- Addresses disciplinary and/or performance concerns in accordance with corporate rules to the Manager.
- Assists the manager with the everyday operations of the contact centre.
- Works as a participant or leader of special or continuing initiatives that are vital for area/process improvement.
- Shares ongoing responsibility for determining how to manage personnel, ensuring that calls are handled swiftly and effectively.
- Creates work procedures and processes that align with business and departmental standards, policies, and strategic directions.
- Uses proper judgment in upward communication of departmental or employee problems.
- Duties and obligations are not limited to the following:
- Dealing with consumers professionally.
- Manage escalations raised by the customer service staff.