Team Leader, Merchants Administration - Johannesburg at Standard Bank Group

JOB DESCRIPTION

• To plan, direct and co-ordinate the activities of a team of administrators (inbound and outbound) who are responsible for effectively resolving all merchant (any automotive service providers) queries and complaints (except fleet card declines).
• To ensure that queries and complaints received from Innovation Group (IG) are resolved in accordance with the RT46 agreement.

QUALIFICATIONS

Minimum Qualifications

• Type of Qualification: Secondary/High school/A levels/Matric
• 3-4 years experience/ previous experience within a call centre environment to understand customer requirements as well as the operational / administrative processes within a call centre (e.g., scheduling staff rosters; managing people; knowledge of Fleet policies and procedures; understanding merchant products, processes and systems).

ADDITIONAL INFORMATION

Behavioral Competencies:

• Adopting Practical Approaches
• Checking Details
• Convincing People
• Directing People
• Documenting Facts
• Embracing Change
• Examining Information
• Following Procedures
• Making Decisions
• Taking Action
• Team Working
• Upholding Standards

Technical Competencies:

• Contact Centre Customer Relationship Management
• Query Resolution
• Risk Awareness
• Risk Identification
• Telephone Caller Handling