Customer Service Team Leader at Virtual HR

The Customer Service Team Leader will be responsible for driving maximum efficiency and high levels of customer service whilst preserving the image of the company.

Job Accountabilities

• Providing training and development to the Customer Service staff
• Ensuring efficient communications to customers
• Ensuring daily/weekly/monthly reporting is managed in line with management expectations
• Responsible for chat/call/email evaluation, resolution and follow up.
• Working closely with the QA function to ensure continuous improvement
• Developing, implementing and maintaining policies and procedures to ensure quality customer service
• Ensuring quality customer service, product innovations and promotions
• Providing effective feedback to the Management regarding process flow and interdepartmental concerns when necessary

Qualifications

• Degree in Customer Service or any related field
• A minimum of 4 years’ experience in a similar role
• Proficient in MS Office applications
• Results-oriented with a sense of urgency, and manages stress and pressure well
• Excellent communication and problem solving skills
• Strong organisational skills, with a proven track record of working under pressure and tight deadlines