To be the voice of the Customer Service Team, helping customers and Store colleagues, delivering excellent customer service within every interaction.
Customer Service Voice and Non Voice
Managing a team of people to deliver exceptional customer service.
To motivate, lead and coach a team of agents to achieve KPI requirements
Minimum Requirements:
- Matric
- Team Leader Voice Customer Experience & Non Voice Customer Experience (12 Months)
- Strong and confident communication skills, both by phone and email
- Ability to take responsibility for own work in a high volume and often pressurized environment with conflicting priorities
- Ability to identify areas for improvement and raise as appropriate
Job Responsabilities:
The Customer Manage customer escalations promptly and efficiently, seeking advice and support where necessary
Maintain a courteous and calm manner at all times to de-escalate stressful situations
Do what is right for the customer, putting them first in your approach, to resolve their queries in a respectful and supportive manner
Resolve all queries raised by the customer and respond appropriately to each one
Deliver an outstanding customer experience in every interaction, whether through a call or an email
Leave an amazing impression
Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
Ensuring inbound and outbound calls are handled in a timely manner
Ensure that incoming/outgoing emails are dealt with in a timely and accurate manner, as well as recording and reading notes thoroughly to ensure first-class customer service and an efficient workflow across teams
Ability to problem solve and deal with unexpected changes
Manage unexpected issues in the best interests of the company, on occasion being able to make tough calls and manage dissatisfied customers in an honest and confident manner You Handle external and internal customer queries across a number of platforms, including telephone, email and Live chat
Using the relevant systems, take ownership for and resolve all customer enquires Support other team members and maintain a family/customer focused work culture
In line with the department KPIs, achieve and deliver consistent results. Owning your performance, looking to see what you are delivering well and work on the areas for development
Trust your own actions but don't be afraid to seek support if needed
Effectively liaise with Technical Services as and when appropriate to resolve issues
Willingly seek and act from feedback given from others during call coaching and monitoring, to ensure both personal development and the provision of a first-class customer service
Provide reporting and analysis as required internally
Keep up to date with, and comply with, all company policies and procedures and
working practices
Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our core values
Job Types: Full-time, Permanent
Work Location: In person