Customer Service Team Leader - Cape Town at Ares Holdings

Key Responsibilities:

Team Management & Supervision:

• Lead, motivate, and manage a team of customer service agents to deliver excellent customer service.
• Monitor team performance to ensure that KPIs, including response time, customer satisfaction, and issue resolution, are consistently met.
• Conduct regular one-on-one meetings with team members to provide feedback, coaching, and support.

Scheduling & Resourcing:

• Manage team schedules, including shift planning, ensuring optimal coverage during peak hours.
• Coordinate with the HR department for the recruitment and training of new team members.
• Monitor and manage team workload to ensure timely and effective resolution of customer queries.

Coaching & Development:

• Provide ongoing training and development opportunities to team members to enhance their skills and knowledge.
• Foster a positive and supportive team environment that encourages continuous improvement and professional growth.
• Address performance issues proactively, implementing performance improvement plans when necessary.

SOP Maintenance & Compliance:

• Maintain and update department SOPs to reflect current best practices and ensure compliance with company policies.
• Ensure that all customer service agents are trained and compliant with department SOPs and procedures.
• Collaborate with other departments to streamline processes and improve overall customer experience.

Reporting & Analytics:

• Analyse customer service metrics and prepare regular reports for the Customer Service Manager.
• Identify trends, challenges, and opportunities for improvement based on data insights.
• Propose and implement process improvements to enhance service quality and efficiency.

Customer Interaction:

• Handle escalated customer queries and complaints, ensuring a prompt and satisfactory resolution.
• Act as a point of contact for high-profile or complex customer issues.

Qualifications:

Education:

• Qualification in Business Administration, Retail Management, or a related field is preferred.

Experience:

• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team leader position.
• Experience in the fashion retail industry is highly desirable.