We have an exciting opportunity for a highly motivated, customer orientated Team Leader to join our Customer Service team based in Sandton, Johannesburg. The role focuses on driving an exceptional customer experience through the management of day-to-day call centre priorities and ensuring that service levels are met.

Education and Experience

• A Matric Certificate or Equivalent NQF Level 4 Qualification
• FAIS and RE5 accreditation (advantageous)
• Minimum of 3 years call centre experience

Responsibilities

• Ensure all complaints and queries are resolved within specified turnaround times.
• Provide constant feedback to the customers updating them on the progress of their queries or complaints.
• Make sure that complaints/queries are logged and acknowledged immediately.
• Initiate pro-active and corrective actions as required to ensure service delivery.
• Ensure all the relevant information is recorded onto the systems related to complaints and queries.
• Continuously provide feedback to the Supervisors on the staff`s performance to ensure that the staff member/s performs at optimum productivity level.
• Apply, promote and drive a culture aligned to TCF principles.
• Minimize potential complaints by providing excellent customer service at all times, taking ownership of queries and disputes.
• Effectively handle and manage customer calls, chats and emails escalated from the customer service or sales agents and other team leaders
• Adhere to set SLA's in terms of customer queries and escalations.
• Ensure that all existing processes are aligned, maintained and re-engineered as and when required in-line with business and regulations.
• Ensure that complaints register is up to date at all times.
• Ensure compliance to regulatory bodies in accordance with the client needs and the organizations business plans and to be present and part of the development process when quality assurance sessions are held.
• Supervise a team of agents to ensure effective daily operations.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.

What we offer

• Permanent employment
• A competitive salary
• Access to medical aid and provident fund
• Continuous learning and training
• Hybrid working opportunities