Customer Success Team Leader basic salary commission up to R16 000 - Salt River
Skillzpage
About the Company: Join a dynamic team dedicated to empowering individuals through financial freedom. This company offers innovative debt management solutions, including personalized debt counselling, debt review services, and expert advice on consolidation loans. By negotiating with creditors and creating tailored repayment plans, they help clients reduce financial burdens and regain control of their finances. As a team member, you'll enjoy a supportive environment focused on making a real impact in people's lives while growing your career in the financial services industry. Job Overview: Manage the Onboarding Customer Service team consisting of approx. 10 agents, ensuring the development and delivery of a high quality and efficient customer service operation that limits reputation damage and meets the needs of the customer in line with business objectives, standards and regulatory requirements. Minimum Requirements: Must have a National Diploma or Degree Minimum of 2 years' experience managing a team within a Contact Centre – inbound or outbound. 2 Years Client Service Experience Excellent communication, interpersonal, and customer service skills Strong Leadership abilities Good time management, strategic planning, and organizational skills Responsibilities: Manage, coordinate and track the Customer Service team activities in order to achieve agreed plans, targets and objectives. Scheduling resources to meet customer service delivery requirements and service level agreements and actively manage adherence to schedule. Address breaches of policy and process with team member to ensure it gets resolved and to eliminate ongoing impact. Resolve escalated complaints, issues and problems, which may include further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes. Monitor the effectiveness of governance, quality, risk and compliance standards to ensure activities and decisions are aligned to risk, legal and regulatory requirements inclusive of regular control self-assessments. Motivate customer service team members to perform at their best by living the values and promoting a results focused and harmonious working environment. Monitor, coach and develop customer service team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience. Active performance management of operational teams. Builds relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice and identify and implement efficiency to meet company goals Should you meet the minimum requirements as listed above please feel free to share your CV to kaylaskillzpage.com (If you don't' hear back from us within 2 weeks, please consider your application unsuccessful.)
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