Team Leader: Customer Service

SUMMARY:
-

POSITION INFO:

Requirements: 

• Must have at least 2 years Team Leader/ Supervisor experience in a Bank Call Centre
• Matric and a relevant tertiary qualification preferably with a leadership component
• Must be available to work from the office on rotational shifts through weekends and public holidays 

Responsibilities:

• Ensures that the team attend to customers, understand what matters to the customer and delivers against those requests
• Ensures that the team takes ownership of every customer need and provides the customer with a speedy response or facilitates the completion of the customer request
• Ensures that the teams understand the risks associated with the handling of the different customer requests and follows effective controls to minimize risk, this includes authentication of the customer to prevent disclosure of information to unauthorized persons (e.g., knows how to identify the client)
• Ensure that customer complaints are resolved effectively within the prescribed
  timelines
• Assists with customer escalations, complaints and queries