Customer Care Team Leader Samrand Centurion - South Africa
Communica Group
We are currently seeking a dynamic and experienced Customer Care Team Leader to join our team at the Centurion branch. In this role, you will be responsible for managing customer queries and escalations, ensuring smooth operations, and fostering a positive team environment. Employee Management: Overseeing and managing team members effectively. Customer Service: Handling customer complaints and queries professionally and efficiently. Reporting: Generating reports for management to track performance and trends. Task Delegation: Assigning tasks to team members and ensuring timely completion. Conflict Resolution: Mediating and resolving conflicts within the team or with customers. Develop and implement customer service policies and procedures Monitor customer service representatives' performance and provide ongoing coaching and feedback Resolve customer complaints and inquiries in a timely and efficient manner Analyse customer service trends and recommend improvements Train and onboard new customer service representatives Monitor customer service representatives' adherence to company policies and procedures Ensure customer service representatives maintain a high level of customer service Prepare and analyse customer service reports Foster an environment of collaboration and teamwork among customer service representatives Providing introductory information to new customers Ensuring that customers are satisfied with products or services Following up with clients or customers to check that they're still satisfied with any purchases Log returns received by Customer Communicate with Technician to repair products Make arrangements for delivery of repaired products Letting customers or clients know about additional products or services Determining the quickest, most effective ways to answer a client's or customer's questions Escalating queries and concerns Troubleshooting common issues with a product or service Communication around escalated or difficult queries with customers or clients Communication requiring a high level of diplomacy and sensitivity Detailed technical explanation of products, services or systems to internal or external customers or clients Explanation of complex products, services or concepts to internal or external customers or clients Semi-skilled and discretionary decision making Experience: 3-5 years of experience in an electrical background and 2-5 years of warehouse experience. Technical Knowledge: Proficiency in handling electronics such as solar equipment, batteries, plugs, alarm systems, and inverters. Computer Skills: Proficient in Microsoft Office, especially Excel (advanced skills preferred). Communication: Strong communication skills and previous experience in a warehouse, preferably in the same industry. Education: Matric certificate (Grade 12). Diploma in logistics, supply chain, business management, or electronics. Provident fund for financial security. Transport allowance to assist with commuting expenses. Enjoy a 2-hour lunch break every Friday to recharge and unwind.
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