Team Lead: Customer Service at JD Group

Job Purpose

To effectively manage Digital customer service in line with policies, processes and procedures which enable the achievement of business objectives. 

• Manage the customer service function and resolve customer complaints
• Proactively manage performance of Customer Service Agents.
• Maintain relationships with stakeholders and ensure continuous improvement.
• Implement and maintain compliance to relevant safety policies and procedures.
• Enable Customer Centricity.
• Effectively manage self and team to deliver on agreed individual and team objectives.

 Education and Experience 

• Grade 12,
• Relevant Qualification in Digital or Communications field.
• 3 – 5 years related Social Media and Customer Services experience.
• Current knowledge of best practices for Customer Services in a retail environment.
• General Understanding of CPA (Customer Protection Act).

Required Job Competencies

• Knowledge of CRM systems and practices.
• Social Media Proficiency.
• MS Proficiency
• Following Instructions and Procedures 
• People management.
• Operational management.
• Driving and enabling change.
• Building and managing high performance teams.
• Effective Time Management.
• Strong written and verbal communication skills.
• Negotiation and conflict management.
• Coping with pressures and setbacks
• Excellent written and verbal communication skills.
• Customer orientation
• Team player
• Excellence orientation
• Innovative
• Influencing others
• Engaging Diversity
• Leading change
• Attention to detail
• Assertiveness
• Planning and Prioritising