Customer Care Team Leader at Motus Holdings Limited

JOB DESCRIPTION:

• The Customer Service Team Leader is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, recognizing, coaching, counselling, training, and problem solving.
• Additionally, the position is responsible for assisting the Manager and Supervisor with development of staff, attendance, reporting and escalations.

SPECIFIC ROLE RESPONSIBILITIES:

• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Provides statistical and performance feedback and coaching on a regular basis to each team member
• Writes and administers performance reviews for skill improvementEnsures employees have appropriate training and other resources to perform their jobs
• Responds to and resolves employee relations issues expressed by team members
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
• Addresses disciplinary and/or performance problems according to company policy to the Manager
• Assists the manager with daily operation of the call centre
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
• Uses appropriate judgment in upward communication regarding department or employee concerns employee concerns
• Duties and responsibilities are not limited to the above
• Dealing with customers in a professional manner
• Manage escalations escalated by the customer care team

QUALIFICATIONS AND EXPERIENCE:

• Grade 12 / Matric
• 2 – 3 years work experience in a same or similar role
• Background in Insurance / Motor Industry

SKILLS AND PERSONAL ATTRIBUTES:

• Computer literate – MS Word, Excel, and Outlook (knowledge/experience)
• Excellent communication (verbal and written) - Good command of the English language
• Energetic
• Multi-tasking
• Excellent time management and attention to detail
• Confident and assertive
• Ability to work under pressure
• Ability to teach and coach
• Punctual
• Communication Proficiency
• Customer/Client Focus
• Leadership
• Organizational Skills
• Performance Management
• Problem Solving/Analysis
• Honesty and integrity
• Credit and criminal clear
• Own or reliable transport
• Own and live up to company values

Closing Date 22 June 2026