302 Service Leader jobs in South Africa

RESPONSIBILITIES:

• Drive the operational agenda by providing daily direction and communication to Agents to ensure that daily and weekly targets are met
• Provide appropriate direction and dispute resolution for workplace problems
• Maintain service levels, key performance indicators and performance management
• Communicate & report accurate performance metrics to the respective department manager
• Always promote ‘Best Practice’
Undertake required administration
• Monitoring of Agents through call listening and verifying of valid transfers.
• Provide the necessary feedback, coaching, training, and development to productivity, quality, and overall work standards
• Respond appropriately to discipline issues and maintain behaviour.
• Create and maintain a high-quality work environment so team members are engaged and motivated to perform in an honest and transparent working environment premised on integrit

REQUIREMENTS:

• Grade 12 or NQF level 4 equivalent
• Literate in Microsoft Excel, PowerPoint, and Word
• Hands on experience with MS Office and MS Excel
• Attention to detail
• Excellent interpersonal skills

The role involves handling enquiries and/or complaints of customers over the phone and/or electronically. Having a clear and friendly telephone voice and way in which the Employee is required to correspond to customers, is vital. Working under .

• Matric qualification is essential.
• Should ideally have working knowledge and customer service experience of 2+ years.
• Must have problem-solving capabilities.
• Must have the capacity to work well under pressure and remain polite even when consumers are angry and unreasonable.
• Must have outstanding oral and written communication skills.
• Must have creative thinking to come up with new ways improve the Company’s level of customer service.
• Must have strong interpersonal skills as well as conflict resolution skills.
• Must have integrity and a strong sense of confidentiality.
• Be proactive, reliable, responsible, and accurate with attention to detail.

Please note that should you not receive within 2(two) weeks of your Application submission, please consider your Application as unsuccessful.

Main purpose of the job
To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth and a best-in-class client experience.

Client Engagement :

• Execute on the vision and overall customer segment strategy
• Provides strategic input into the customer segment strategy
• Provides insight in terms of optimising performance and profitability
• Develop mechanisms to obtain and provide feedback on customer insight
• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings
li>Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world class client service experience.
li>Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
• Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)
• Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understanding the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Service
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Service.
• Ensures remediation of all audit findings for Service.

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
li>Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
• Complete accurate and timely administration records.
• Submit to the Manager of Customer Care all relevant reports, paperwork.
• Any additional responsibilities as required from time to time
• Ensure you and your team comply with company policy and procedures

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years experience as a Team Leader in a Call Centre environment 
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Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
li>Pc Literacy – In-depth knowledge of Word, excel, email and Internet  < i>Have the ability to interpret business requirements and assist management in effectively running day to day operations.
• Actively participate in team meetings
• Ability to work in a team orientated environment and contribute in a positive manner
• Ability to meet deadlines within time constraints
• People management skills;
• Conflict handling skills
• The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward

Essential

• Evaluating Problems
• Investigate Issues
• Problem Solving
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to Change
• Giving Support
• Processing Details
• Structuring Tasks
• Driving Success
• Prioritise Client Experience

Behaviors

• Energy   
< i>Passion    < i>Respect for others
• Honest and Fair
• Positive Attitude
• Client Focus
• Tenacity     
< i>Achieves Results

Leadership

• Demonstrate honesty and integrity
• Strive for Client Centricity
• Be agile and have the ability to adapt to change
• Build relationships and trust
• Be an agent of change
• Collaborative