Customer Care Team Lead at UNi4 Online

Main Purpose of the Job:

• The role Customer Care Team Leader specialises Customer Service.

Key Performance Areas:

• Coordinate customer service team
• Set the mission and objectives clearly and deploy strategies focused in achieving these
• Provide direct customer support and improve the experience by using proven industry representative patterns and practices
• Review and resolve escalations
• Evaluate team members
• Support process improvement
• Create and maintain performance statistics
• Adhere to the management approved budget

Requirements Listing:

• Service day-to-day operations in the customer services department
• Coordinate customer care objectives and activities to encompass other departments, such as sales, academics, and marketing by inclusively managing (or have a stake in) each service channel and how that functions from a procedural and technical perspective. In short, coordinate and standardise Customer Care across departments under the umbrella curation of Operations Management
• Respond to customers in a timely manner
• Create effective customer services procedures, policies, and standards
• Develop customer satisfaction goals and coordinate them with the team that these are met on a steady basis
• Maintain accurate records and document all customer services activities and decisions
• Assess service statistics and prepare detailed reports with findings
• Hire and train new customer services agents
• Manage the approved budget
• Be informed and advise on the latest industry techniques and methods

Competencies Listing:

• Proven work experience in customer services, preferably in education and student management
• Experience with problem resolution frameworks, particularly Kepner Tregoe or related methods and techniques
• Excellent command of the English language, both spoken and written, isiZulu and isiXhosa are added benefits.
• Customer service ambassador with strong administrative skills
• Ability to think strategically and to lead
• Excellent knowledge of management methods and techniques