Customer Service Team Leader

Share this vacancy on Facebook Share this vacancy on LinkedIn Share this vacancy on Twitter Department Customer Service Minimum experience Mid-Senior Company primary industry Retail Job functional area Customer Service Job DescriptionWe are looking for a talented Customer Service Team Leader to join our Head Office team.We are a dynamic company looking for creative and diligent people to join Us. We offer a great work environment and a promise that you wont get bored. If you are up to the challenge and want to be part of something magical then this position is for you.Responsibilities will include:Customer Service:Responsible for Customer Service and its improvement across the business with the aim of enhancing customer satisfaction.Liaising and engaging with stakeholders across the business to drive increased Customer Service and implement procedures to quantifiably measure improvement in various areas.Efficient management of the Customer Service Department by providing adequate guidance, support, mentorship and management to the team.Always remain up to date with developments in the industry in terms of products and customer interactions/service.Prepare reports spanning all areas of responsibility by collecting, analysing and interpreting information and data.Call Centre Leadership and Performance Management:To lead the Customer Service Department from the frontTo ensure that customer service consultants feel supported, motivated and that a high performance culture is developed.Monitor productivity of consultants.Monitor consultant interactions and response times.Be available to assist consultants in challenging situations.To ensure that the team is aligned with business goals and that the team is fully aware of their performance and updated on all relevant changes and initiatives.Analysis and Reporting:Use available data and reporting to manage the team based on facts.Interpret reports to make sound decisions.Identify gaps in data and to proactively work towards closing such gaps.Your performance will be measured by:Achievement against data-driven key performance metrics including but not limited to productivity per consultant, your response time and your achievement of specific goals and projects set by the business.Attributes Required:Strong interpersonal skills and the ability to work as an effective team member and leader of a growing team/department.Able to communicate clearly and voice an opinionSelf-directed and process orientatedSolutions-orientedCan-do attitude and high energyComfortable and able to function in a fast-paced environment whilst maintaining high quality outputsExcellent analytical and reporting skillsQualifications and Experience:Grade 12 (Matric)Minimum 3 years experience as a team leader in a customer service/call center environmentExperience in working in a retail/e-commerce company advantageousWhere the magic happens:Toys R Us; Babies R Us employees are energetic, customer centric, fun-loving and have a shared value base with the company.We have fun whilst working hard, take ownership, encourage teamwork, and are always open to new ideas.We are output driven, doers and not only thinkersWe are entrepreneurial, thrive under change and always look for solutions to do something better and faster.If you meet the above criteria you are aTRUkidso come and join Us!
Durban, ZN, ZA