Client Services Team Leader Cape Town, Salt River - Salt River
The Appointment Firm
Our client, a financial services company based in Salt River, is seeking a Customer Service Team Leader to join their team. Manage, coordinate and track the Customer Service team activities in order to achieve agreed plans, targets and objectives • Scheduling resources to meet customer service delivery requirements and service level agreements and actively manage adherence to schedule • Address breaches of policy and process with team member to ensure it gets resolved and to eliminate ongoing impact • Resolve escalated complaints, issues and problems, which may include further escalation as required, to achieve the best possible outcome for the customer in line with policy and processes • Monitor the effectiveness of governance, quality, risk and compliance standards to ensure activities and decisions are aligned to risk, legal and regulatory requirements inclusive of regular control self-assessments. • Motivate customer service team members to perform at their best by living the values and promoting a results focused and harmonious working environment. • Monitor, coach and develop customer service team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experience • Active performance management of operational teams • Builds relationships with key stakeholders in order to effectively resolve cross functional issues, share best practice and identify and implement efficiency to meet company goals National Diploma or Degree Minimum of 2 years' experience managing a team 2 Years Client Service Experience R15 000 - R16 000 CTC commission
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