Team Leader

Job Description

In this role, you will lead a diverse team, working closely with them to improve performance and service delivery. Your strong leadership skills will be essential in motivating the team and navigating challenges while ensuring consistently high levels of customer satisfaction.

Responsibilities

• Manage daily customer service activities and processes.
• Evaluate team performance and suggest enhancements.
• Represent the team in management meetings and discussions.
• Identify training needs and arrange for appropriate training.
• Promote a culture of high performance and accountability.
• Communicate effectively with upper management regarding team needs.
• Handle conflict resolution and maintain team morale.

Requirements

Education

• Bachelor's degree in Management or a related field

Experience

• 3+ years of experience in customer service management

Technical Skills

• Performance Management Systems
• Project Management

Soft Skills

• Conflict Resolution
• Team Building

Certifications

• Certified Customer Service Professional (CCSP)

Languages

• English: Fluent

Advantageous

• Bilingual skills (English & Afrikaans): Ability to communicate effectively in both English and Afrikaans is a plus.
• Experience with customer service software: Knowledge of software solutions to improve customer service efficiency.

Benefits

• Attractive salary package with annual performance bonus
• Health, dental, and vision insurance
• Employee training and workshops
• Work-life balance initiatives

Company Culture

• Supportive Environment: Our workplace promotes a supportive environment, where all voices are valued and heard.
• Innovation-driven: We encourage innovative thinking and welcome new ideas that can enhance our services.
• Team-oriented: We prioritize teamwork to meet our goals and improve customer satisfaction.