241 Team Leader Inbound Durban Hippo Park South Africa jobs in South Africa

DEBT REVIEW SALES AGENT Ever growing call center in the debt review industry looking for punctual and hard working agents to add to our team. we offer basic salary and commission. basic can go as high as R8 000 p.m. commission earned based off what you clear / payments and you earn a percentage of that amount. Located in the Athlone district and must be able to travel.

• must have debt review experience no less than 6 months to a year
• must have good communication skills
• 2 or more languages
• target driven is a must

• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.
  
  

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.
  
  

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.
  
  

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.
  
  

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.

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• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.
  
  

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.
  
  

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.
  
  

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.
  
  

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.
  
  

• Matric / National Senior Certificate.
• Strong understanding of lead generation software and policy databases.
• Proven experience in a similar role and environment.
• Proven success in achieving sales targets and conversion rates.
• Excellent communication and relationship-building skills.
• Analytical mindset with strong problem-solving abilities.
• Solid grasp of customer service principles.
• Willing and able to work the hours stipulated in the description of this advert.
  
  

• Experience in coaching, mentoring, or team leadership.
• Familiarity with lead generation tools.
• Resilient, adaptable, and performance driven.
  
  

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  
  

• Minimum 12 months experience in customer service role (Contact center)
  
  
  

• A Matric/Grade 12 Certificate or equivalent

WNS Cape Town, Western Cape, South Africa

WNS Cape Town, Western Cape, South Africa

Company Description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us?

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Main purpose

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. This is a permanent position.

Key responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed
• Customer service
• Pro-active problem solving and decision-making skills
• Goal orientated
• High stress tolerance
• Team work
• Adapt to change quickly, in a fast-paced environment
  
  
  

• Minimum 12 months experience in customer service role (Contact center)
  
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Customer Service
• Industries Outsourcing/Offshoring

Referrals increase your chances of interviewing at WNS by 2x

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are looking for full-time and part-time customer service representatives to support inbound projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Key Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Listen to customers, understand their needs, and resolve customer issues
• Utilize systems and technology to complete account management tasks
• Accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Utilize knowledge base and training to accurately answer customer questions
• Comply with requirements surrounding confidential information and personal information
• Appropriately escalate customer issues with the managerial team
• Ensure first call resolution through problems solving and effective call handling
• Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

• Paid Time Off : Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits : Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings : Secure your future with retirement savings programs, where available.
• Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance : Access life insurance options to safeguard your loved ones.
• Career Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training : Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code : Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

Sales and Service Team Leader

Location: George, Garden Route, Western Cape (On-site)
Employment Type: Permanent, Full-time

Please note:  This role involves working night hours, with shifts typically starting at 01:00 AM or 03:00 AM, subject to change based on operational requirements.

About the Role

As the Sales and Service Team Leader, you’ll play a pivotal role in supporting the day-to-day operations of our Sales and Service call center team. You’ll help ensure smooth workflows, track team performance, and empower our agents to deliver outstanding customer experiences. This role is ideal for someone who enjoys coaching, problem-solving, and making a real impact on both sales outcomes and customer satisfaction.

Key Responsibilities

Team Support & Coordination.

• Assist with daily call center operations, scheduling, and shift management.
• Ensure compliance with leave and payroll procedures.
• Act as the first point of contact for agent queries and basic escalations.
• Lead onboarding and training for new agents.
• Support team culture and engagement initiatives.

Reporting & Performance Tracking

• Compile and maintain performance reports (daily, weekly, monthly).
• Monitor KPIs and highlight performance trends.
• Track campaign progress and customer feedback.

Process & System Support

• Ensure compliance with company policies and procedures.
• Support workflow improvements and documentation.
• Coordinate training schedules with relevant teams.

Customer-Centric Collaboration

• Monitor service standards and identify gaps.
• Provide support during peak periods and special campaigns.
• Liaise with QA and technical teams to resolve service issues.

General Duties

• Coordinate staff transport logistics and service provider engagement.
• Perform other duties as required to support team success.

The Requirements

• Matric / National Senior Certificate.
• Strong understanding of lead generation software and policy databases.
• Proven experience in a similar role and environment.
• Proven success in achieving sales targets and conversion rates.
• Excellent communication and relationship-building skills.
• Analytical mindset with strong problem-solving abilities.
• Solid grasp of customer service principles.
• Willing and able to work the hours stipulated in the description of this advert.

Bonus Skills

• Experience in coaching, mentoring, or team leadership.
• Familiarity with lead generation tools.
• Resilient, adaptable, and performance driven.

Sales and Service Team Leader

Location: George, Garden Route, Western Cape (On-site)
Employment Type: Permanent, Full-time

Please note:  This role involves working night hours, with shifts typically starting at 01:00 AM or 03:00 AM, subject to change based on operational requirements.

Are you passionate about delivering exceptional customer service and driving team performance? Do you thrive in a fast-paced, collaborative environment? We’re looking for a Sales and Service Team Leader to join our dynamic Motor Sales and Service team!

About the Role

As the Sales and Service Team Leader, you’ll play a pivotal role in supporting the day-to-day operations of our Sales and Service call center team. You’ll help ensure smooth workflows, track team performance, and empower our agents to deliver outstanding customer experiences. This role is ideal for someone who enjoys coaching, problem-solving, and making a real impact on both sales outcomes and customer satisfaction.

Key responsibilities

Team support and coordination.

• Assist with daily call center operations, scheduling, and shift management.

• Ensure compliance with leave and payroll procedures.

• Act as the first point of contact for agent queries and basic escalations.

• Lead onboarding and training for new agents.

• Support team culture and engagement initiatives.

Reporting and performance tracking

• Compile and maintain performance reports (daily, weekly, monthly).

• Monitor KPIs and highlight performance trends.

• Track campaign progress and customer feedback.

Process and system support

• Ensure compliance with company policies and procedures.

• Support workflow improvements and documentation.

• Coordinate training schedules with relevant teams.

Customer-centric collaboration

• Monitor service standards and identify gaps.

• Provide support during peak periods and special campaigns.

• Liaise with QA and technical teams to resolve service issues.

General duties

• Coordinate staff transport logistics and service provider engagement.

• Perform other duties as required to support team success.

REQUIREMENTS

The requirements

• Matric / National Senior Certificate.

• Strong understanding of lead generation software and policy databases.

• Proven experience in a similar role and environment.

• Proven success in achieving sales targets and conversion rates.

• Excellent communication and relationship-building skills.

• Analytical mindset with strong problem-solving abilities.

• Solid grasp of customer service principles.

• Willing and able to work the hours stipulated in the description of this advert.

Bonus Skills

• Experience in coaching, mentoring, or team leadership.

• Familiarity with lead generation tools.

• Resilient, adaptable, and performance driven.