Customer Services Team Lead

Job Summary

Required Qualifications

• •Degree in Consumer behaviour, Communications, Business or equivalent - (beneficial)
• •+2 years in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre, or equivalent role - (essential)
• •Demonstrable passion for People!
• •Knowledge of Customer Contact / Call Centre practices within the FMCG, retail sector, understanding of the practicalities and challenges of a customer services environment in this context- (essential)
• •An extensive and proven track record in a customer service operational, team lead capacity in a Group Call Centre, Customer Interfacing, Customer Support Centre function (or equivalent role) - demonstrating knowledge of trending practices in this context - (essential)
• •People leadership & development - People Centric! Passionate about people, the internal team, and customers, is an essential ingredient in the success of this role!
• •Aligns with the Customer Services Manager to apply effective team goal setting, problem-solving and performance management within the allocated team.
• •Deals constructively with employee performance (effective and ineffective), understand when and how to communicate concerns to the Customer Services Manager.
• •Passionate about coaching others for success!
• •Recognises and values the contributions of others.
• •Prioritises team goals and is willing to assist others in goal achievement.
• •Holds themselves accountable to others.
• •Is committed to co-operating with others to achieve organisational objectives.
• •Works well independently without direction or reassurance from others.
• •Understands the consequences of actions and takes accountability for making decisions within a mandate.
• •Takes responsibility for actions and mistakes.
• •Communicates confidently and shares openly.
• •Shows patience and consideration for others.
• •Is approachable and listens to the needs expressed by others.
• •Recognises the impact of their behaviour on others and adapts their interpersonal style accordingly.
• •Plans activities and projects well in advance.
• •Shows commitment by having contingency plans in place.
• •Draws on ideas and experiences to identify new approaches.
• •Identifies inefficiencies and obstacles that could derail success for execution.
• •Does not shy away from complex and difficult assignments.
• •Examines own output, looking for potential improvements.
• •Takes accountability for the effective execution of tasks and responsibilities.
• •Achieves results despite obstacles and challenges.
• •Responds quickly to challenging situations and learns new coping strategies.
• •Alters normal procedures to remain productive and achieve results.
• •Ensures the quality of their work is not impacted when working under pressure.
• •Maintains confidence and performance in the face of challenges.
• •Willingly considers new ideas, procedures, or processes to address a situation.
• •Can adapt in fast paced working environments.
• •Shows determination when managing the challenges that accompany change.
• •Focuses on the benefits of change initiatives.
• •Develops high-quality customer experiences that integrate customer needs, technology, and business objectives.
• •Creates design inputs and alternate approaches to optimise the customer experience.
• •Aligns the Customer Services team to simple interfaces to ease the interaction with customers.
• •Analyses the service delivery against agreed service levels to identify actions required to maintain or improve levels of service

Desired Qualifications

• •Experience within the FMCG, retail sector or similar - (preferred)