Description

To ensure exceptional customer support services and maintain high customer satisfaction levels that differentiate SADV from the rest of the ISP market.

• Lead and manage the assigned team of customer service agents.
• Directly oversee the daily operations of the team.
• Ensure team members understand and follow company policies and procedures.
• Provide guidance and support to agents.
• Conduct regular performance evaluations and feedback sessions.
• Assist the training and onboarding of new team members.
• Track daily, weekly and monthly KPIs for the team.
• Prepare performance reports for the Customer Care Manager.
• Identify areas of performance for improvement and implement action plans.
• Develop and manage team schedules to ensure adequate coverage and resource efficiency.
• Handle shift changes and ensure smooth transitions between shifts.
• Manage and review overtime claims.
• Handle escalated customer inquiries and complaints.
• Resolve customer issues that are escalated by team members.
• Ensure timely and effective resolution of customer complaints.
• Work closely with other team leaders to ensure consistency and alignment in customer care.
• Collaborate with other departments to address and resolve cross-functional issues affecting customer experience.
• Support the implementation of customer service policies and training programs.
• Assist in the rollout of new policies and training initiatives.
• Ensure team members are updated with the latest procedures and best practices.
• Collect and analyse customer feedback specific to the team.
• Provide insight and recommendation to the Customer Care Manager for continuous improvement.
• Ensure effective use of CRM, ticketing, and other customer service tools within the team.
• Address any technical issues or process inefficiencies affecting the team’s performance.

Requirements

• Call Centre Management Diploma is an advantage.
• 5 Years experience.
• Customer liaison experience preferably in a service-orientated environment.
• Experience in dealing with Agents.
• Broad knowledge of information systems relating to customer service.
• Manage the operations of the team end to end.
• Previous interaction with all stakeholders is an advantage.