Customer Service Team Leader - Gauteng - Frogfoot (2 Posts)

Frogfoot is seeking a Customer Service Team Leader to join our Customer Experience team.

Purpose of the Role

This role is ideal for a leader who enjoys guiding and supporting a customer service team to deliver high-quality support, consistently meet performance targets, and align with Frogfoot's overall goals. The role acts as a key link between customer service representatives and management, ensuring smooth day-to-day operations and a positive customer experience.

Key Responsibilities

Team Management

• Supervise team members' daily activities, ensuring they meet performance targets and adhere to company policies.
• Create work schedules, manage time-off requests, and ensure adequate shift coverage for smooth operations.
• Regularly monitor and assess team member performance, providing constructive feedback and coaching for improvement.

Customer Service Operations

• Manage escalated customer issues, resolving them quickly and to the customer's satisfaction.
• Conduct regular quality checks on customer interactions to maintain high service standards.
• Identify areas for improvement in customer service processes and implement changes to enhance efficiency and effectiveness.

Training and Development

• Train new customer service representatives on company policies, procedures, and best practices.
• Provide ongoing training and development opportunities to keep skills current and aligned with company goals.
• Offer regular coaching and support to help team members develop skills and reach their potential.

Reporting and Analysis

• Prepare and present regular performance reports, including metrics like call handling times, customer satisfaction scores, and resolution rates.
• Analyze performance data to identify trends, strengths, and improvement areas, using insights for decision-making.
• Gather and analyze customer feedback to identify common issues and opportunities for service enhancement.

Customer Interaction

• Assist with handling customer inquiries during peak times or for complex issues.
• Ensure the team builds and maintains strong customer relationships, fostering loyalty.

Communication

• Organize and lead regular team meetings to discuss performance, share updates, and address concerns.
• Liaise with other departments (e.g., sales, IT, product development) to align customer service with company objectives and resolve issues holistically.
• Communicate policy or procedure changes to the team and ensure understanding and implementation.

Conflict Resolution

• Mediate conflicts within the team fairly and promptly.
• Handle and resolve customer complaints, aiming to turn negative experiences positive.

Resource Management

• Ensure team members have the necessary tools and resources to perform effectively.

Compliance and Risk Management

• Ensure team compliance with all relevant laws, regulations, and company policies, especially data protection (e.g., GDPR).
• Identify potential risks in customer service processes and implement mitigation measures to protect customer information.

Strategic Planning