Team Leader - Customer Care Agent - Cape Town Region
Summary: Our client is seeking an experienced Team Leader to join their customer care team in Cape Town. As a Team Leader, you will be responsible for handling customer service inquiries and addressing problems related to our client base. You will play a crucial role in ensuring the delivery of professional service and managing a team of Customer Care Agents. Essential Functions: Manage and lead a team of Customer Care Agents, providing guidance and support in handling customer inquiries and resolving complex problems or complaints. Utilize computer applications effectively to deliver exceptional service and maintain accurate records of customer interactions. Collaborate with customers, clients, and vendors, addressing any concerns and escalating issues as necessary. Attend training sessions to continuously improve client and customer satisfaction, enhance job performance, and stay updated on relevant information. Adhere to company and Contact Center policies and procedures, ensuring compliance in all customer interactions. Complete any assigned work from management in a timely manner. Competencies: Service Oriented/Internal Customer Service: Demonstrates a passion for serving customers, prioritizes their needs, and seeks to exceed expectations. Works collaboratively as part of a team to provide exceptional service at every stage of the customer chain. Fast & Flexible: Maintains a sense of urgency in completing tasks, adapts quickly to changing environments or circumstances, and collaborates effectively in a dynamic work environment. Requirements: Education: High school diploma or equivalent. Experience: Minimum of 2 years of customer service Team Leader experience, (preference will be given to those with FinTech experience) Communication: Excellent oral and written communication skills.
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