Job Opportunity at Webafrica - Customer Care Team Lead, Support

Job Opportunity at Webafrica - Customer Care Team Lead, Support

Customer Care Team Lead, Support

Remote , South Africa

Description

Are you an energetic, high-spirited team leader?

Do you ooze enthusiasm and sprout motivational quotes without batting an eye?

Do live and breathe customer service?

If so then this might just be the position for you. We are looking for a customer care support manager who understands all the ins and outs of working with a dedicated team of support agents to deliver customer satisfaction that leaves everyone smiling. You should be organised, energised, and be a fantastic team leader.

Requirements

MINIMUM REQUIREMENTS:

  • Grade 12 and / or relevant qualifications
  • ISP experience
  • A thorough understanding of NPS and its implementation
  • Excellent verbal and written communication skills (English)
  • A+ certification

IDEAL REQUIREMENTS:

  • 2+ years management experience in a call centre
  • Team management experience (i.e. IR, leave, shifts, team management, etc.)
  • Coaching experience
  • Thorough knowledge of call centre operations and technology
  • Reporting
  • Excel intermediate to advanced

KEY PERFORMANCE AREAS:

1. People Management

  • Coaching the team in order to ensure quality of delivery meets the appropriate NPS standard
  • Manage and asses the team to ensure all performance standards are met, including: Customer satisfaction, Sales and Productivity
  • Ensure that all HR policies and procedures are observed
  • Actively manage the team’s overtime, attendance, timekeeping, holidays, sick days, and any other absence
  • Ensure the team is organised effectively to maximize productivity

2. Communication and Feedback

  • Give regular feedback to agents with regards to action plans that have been set
  • Ensure all relevant business communications are communicated to the team
  • Communicates information in a timely, accurate and understood manner to all team members

3. Reporting and Administration

  • Track and accurately update the agents performance
  • Compile and communicate reports as required by the business for relevant updates
  • Track and report on root cause of customer dissatisfaction and provide recommendations

4. Customer Satisfaction

  • Drive the focus on improving NPS on every interaction through call listening, quality checking, coaching and feedback
  • Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
  • Drive team performance on systems and all metrics in accordance to the department’s requirements
  • Be fully knowledgeable of company operations, products and services to ensure the team is providing the customer the best possible solutions and advice
  • Drive process improvement throughout the business with both internal & external customers

5. Manage / Own a Project

  • In this case, understanding and documenting the entire customer journey via flows
  • Guiding various parts of the business in tracking touch points in this customer journey
  • Present findings to the business and recommend solutions

Customer Care Team Lead – Support Job Vacancy at Webafrica

BEHAVIOURAL COMPETENCIES:

  • Customer service orientated
  • Ability to work independently and in a team
  • Analytical thinking
  • Great planning and prioritization skills
  • Ability to thrive in high pressure, fast paced and deadline driven environment
  • Innovative and proactive

The position includes but is not limited to the above KPA’s

Tools of trade provided:

  • Laptop
  • Headset
  • This role is remote based. Internet Connection is a requirement, Fibre is preferred over other types of connections, if available.

Benefits

Our benefits are second to none – the icing on the Webafrica culture cake:

  • We look after your wellbeing and encourage a healthy lifestyle

    • We pay 100% of your medical aid (Discovery & Vitality) – so no deduction unless you want to add a beneficiary
  • We think of your future too

    • Retirement Annuity – up to 5% contribution in your first year; 7.5% thereafter

The Cherry on Top!!

*Webafrica rewards performance!

Quarterly paid-out bonuses of up to 20% of your basic annual salary (per year) so long as company targets and your KPI targets are met.

Quarterly individual performance recognition awards.

Even bigger Annual individual awards for the Webafricans that outshine the rest!

* Team buildings are a big deal as well as other cultural activities which happen regularly

Our history is fascinating! Visit our webpage, www.webafrica.co.za to read our Webafrica Story and to find out more about our core products and why you just have to choose us as your services provider!

We’re a young and innovative ISP, currently expanding and on the lookout for skilled individuals. And as an industry leader, we aim to provide a comfortable and motivational workplace. Set overlooking Cape Town and with postcard-views of Table Mountain, our state-of-the-art offices create an environment that is as productive and vibrant as it is friendly and informal – you can even start your day with a freshly ground espresso from our coffee maker!

Read Also: The Best Cover Letter Format Applicable for any Job Application

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