Cape Town: Team Leader: Customer Service Centre posted by Ad Talent Africa
Posted on 2025-05-18 00:00:00
Employer | Ad Talent Africa |
---|---|
Category | Other Retail |
Location | Western Cape / Cape Town |
Job Summary
One of Africas largest supermarket retailer has a great opportunity for a Team Leader for their Customer Service Centre.
Purpose of the Job
You will be responsible for providing front line direction to the Customer Service Centre Agents and assist the Contact Centre Manager in handling the day-to-day operations of the team. You will also be accountable for leading the team to success through coaching, developing and inspiring them in all areas required to meet the company’s standards.
Job Objectives
People Management
– Provide front line direction to Customer Service Centre Agents ensuring quality service is provided in each interaction
– Facilitate effective communication between team and management to ensure the best possible responses and complaint handling procedures are achieved
– Enforce operational guidelines and update all team documentation to ensure the team is aligned with the companys customer care values and policies
– Maximise productivity through effective staff scheduling and management of absenteeism
– Ensure staff competence and provide support and regular feedback on performance
– Manage personal improvement plans for agents
Quality Management
– Conduct spot checks on CRM system to ensure accurate and complete information
– Monitor calls to improve quality, minimise errors and track employees performance
– Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries
– Provide communication and training to ensure Agents are fully informed of all new information related to products, procedures, customer needs and company related issues and changes or actions
Internal Communication
– Monitor and ensure service level, productivity and performance metrics are met for the team. Track and report progress to management on both positive and negative trends
– Clearly communicate complex issues to senior management in order to gather information to assist in handling such matters efficiently and effectively and report back or alert on issues that needs to be brought to managements attention
– Liaise with internal operational and other stakeholders to gather information about issues raised with the Customer Service Centre for further discussion with management in order to facilitate swift resolution of customer complaints
Customer Service
– Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution
– Recognise and identify operational issues or gaps that may have a negative impact on the customer experience or operational efficiency
– Identify opportunities to enable automated tools and applications for Customer self-service
– Demonstrate ability to critically evaluate a customer care incident to quickly formulate an understanding of its nature and the best way of resolving it
– Meet customer expectations and maintain quality customer service principles
Reporting
– Provide reports on people management covering disciplinary, performance, coaching and development
– Report daily/weekly/monthly on any reputational risk issues, interactions, trends and opportunities
– Report complaint trends to management so that corrective action can be taken in the business
– Compile formal report on ad hoc large issues dealt with to keep management up to date
Qualifications
- Grade 12 or equivalent Business degree or diploma related to the retail industry or the call centre industry.
Experience
- More than 5 years experience in the retail customer service environment e.g (FMCG, Retailers, etc)
- More than 5 years experience as a Call Centre Team Leader with a minimum of 5 -7 team members
- Demonstrated progression of responsibilities (from agent to Team lead)
Must be able to demonstrate a solid track record of:
– Managing personal performance by identifying problem areas, implementing a personal improvement plan and incrementally improving performance
– Coaching and developing agents to meet their KPIs
– Managing agent and department level KPIs and implementing solutions where targets were not being met
Knowledge and Skills
- A good understanding of world-class customer service principles
- Working knowledge and understanding of the Consumer Protection Act
- Exposure to SAP Cloud4Customer or CRM will be
- E-product knowledge (Virtual coupons, vouchers, airtime etc)
- Telephony Systems (Cisco)
- Written communication skills
- Verbal communication skills
- Analytical and critical thinking
- Call centre management
Click Go Apply to apply online!
Get Similar Job Alerts
More jobs in Cape Town
More jobs in Western Cape
Browse Other Retail Jobs
Browse Ad Talent Africa Jobs
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Cape Town: New Vehicle Sales Executive posted by Intercon Recruitment
Dealership in Cape Town is looking for an experienced New Vehicle Sales Executive, with previous Motor Dealership New Vehicle Sales Experience. Salary Basic...
View Job
New Vehicle Sales Executive
Northern Suburbs: BOILERMAKERS – Based In Cape Town posted by Tom Nel Recruitment
Leading Progressive Manufacturing company seeks a number of Boilermakers urgently for six month contracts.Key experience of 3-5 Years post apprenticeship...
View Job
BOILERMAKERS – Based In Cape Town
Cape Town: National Key Accounts Sales Manager posted by The Individual Touch CC
Generate new additional businessGrow the national customer baseManaging analyzing the national customer baseAnalyzing price decreases suspended business...
View Job
National Key Accounts Sales Manager
Cape Town: Junior Accountant posted by Africa Thinking Management Solutions
Job Advertisement Junior AccountantLocation Cape Town -Observatory Company Africa Thinking Management SolutionsAfrica Thinking Management Solutions is...
View Job
Junior Accountant
Cape Town: Intermediate Financial Administrator posted by Construct Executive Search
Applicants must have the following requirementsMust have a Diploma in Accounting or Bookkeeping.Must have 3-5 years of experience as a Financial...
View Job
Intermediate Financial Administrator
Eastern Cape: Town Planner (JB5167) posted by Kontak Recruitment
Town Planner JB5167 Chintsa, Eastern CapeCompensation Range R40 45 000 CTC per month Negotiable Category EngineeringLead zoning, rezoning, and land use...
View Job
Town Planner (JB5167)
Cape Town: Roof sheeter – Urgently Needed posted by Batt Master Roofing and Guttering
Roof sheeter needed Must be able to remove and install roof sheets etc and waterproofing for maintenance company Work in fascias as wellWork experience a...
View Job
Roof sheeter – Urgently Needed
Cape Town: Litigation Secretary posted by Marais Muller Hendricks Attorneys
Marais Muller Hendricks Inc., a leading law firm in Cape Town, is seeking to appoint an experienced and highly organised Litigation Secretary to join our...
View Job
Litigation Secretary
Cape Town: Bookkeeper – Restaurant Industry (Salt River) posted by The Vocation Station
About the RoleWere looking for a detail-oriented Bookkeeper to join our clients team and support the financial operations of four businesses under one roof....
View Job
Bookkeeper – Restaurant Industry (Salt River)
Cape Town: Litigation Secretary posted by Cora O’Neil Recruitment Agency
Cape Town City Centre LITIGATION SECRETARY Minimum Requirements-Well presentable and professional preferably female-Excellent verbal communication skills-2...
View Job
Litigation Secretary
Cape Town: Electrical Engineer – Building Services posted by Business Recruitment Services
This role requires collaboration with multidisciplinary teams and clients to deliver fit-for-purpose solutions that surpass industry best practices and...
View Job
Electrical Engineer – Building Services
Cape Town: Intermediate SHERQ Officer posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelors Degree or National Diploma in Safety Management or Occupational Health and Safety. Must...
View Job
Intermediate SHERQ Officer
Cape Town: Regional Manager in Built-in Furniture Manufacturing Industry posted by Home Concept
Home Concept is looking for an experienced Regional Manager to join our team. In this role, youll lead sales, manage operations, and support teams to ensure...
View Job
Regional Manager in Built-in Furniture Manufacturing Industry
Cape Town: Financial Accountant posted by Executive Placings
Travel Management Company is looking for an Accountant to be based in Cape Town. This is a hybrid role.The main purpose of this role is to ensure accuracy...
View Job
Financial Accountant
Cape Town: Car Rental Agent – Urgent posted by Vogue Personnel
Join Our Team as a Car Rental Agent! Were looking for a dedicated and organized Car Rental Agent to join our dynamic team and play a key role in ensuring...
View Job
Car Rental Agent – Urgent
Cape Town: New Business Consultant posted by Intercon Recruitment
Company based in Cape Town is looking for a Senior New Business Consultant Sales Increase and drive new business with a focus on quality and...
View Job
New Business Consultant
Cape Town: New Vehicle Sales Executive posted by Intercon Recruitment
Dealership in Cape Town is looking for an experienced New Vehicle Sales Executive with previous Motor Dealership New Vehicle Sales Experience. Salary Basic...
View Job
New Vehicle Sales Executive
Cape Town: Business Development Manager – Urgently Needed posted by One Source ICT
One Source ICT is an innovative technology company specializing in Information and Communication Technology ICT solutions. With a focus on excellence and...
View Job
Business Development Manager – Urgently Needed
Cape Town: Tour Operator – Urgent posted by Vogue Personnel
Exciting Career Opportunity in Southern Africa Travel!Are you passionate about travel and adventure? Do you have the skills and drive to make unforgettable...
View Job
Tour Operator – Urgent
Cape Town: Senior Construction Contracts Manager posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelors Degree or Diploma in Building or Civil Engineering.Must be registered with SACPCMP as a...
View Job
Senior Construction Contracts Manager
Cape Town: Sales Representative | New Business Consultant posted by Intercon Recruitment
Company based in Cape Town is looking for a Sales Representative New Business Consultant to Increase Sales and drive new business with a focus on quality...
View Job
Sales Representative | New Business Consultant
Cape Town: SALES MANAGER posted by The Recruitment Guy
Title SALES MANAGERArea Cape Town PE HubsIndustry Rental Hire Working of height machinery and equipment Trade Desk Ref No. TRG 2303Salary TCT R71...
View Job
SALES MANAGER
Cape Town: IT Manager – Urgently needed posted by Edelson & Associates
IT Manager Cape Town R45000 NEG Working Knowledge of Microsoft Admin Centres and Licensing. Knowledge of SQL database Management. Also on site...
View Job
IT Manager – Urgently needed
Cape Town: SITE AGENT posted by Furipoint pty,ltd
Furipoint is excited to announce that we are currently expanding our team and are looking for highly motivated and skilled professionals to fill the Site...
View Job
SITE AGENT
Cape Town: QUANTITY SURVEYORS posted by Furipoint pty,ltd
Furipoint is excited to announce that we are currently expanding our team and are looking for highly motivated and skilled professionals to fill the...
View Job
QUANTITY SURVEYORS