Customer Experience Team Leader at Dorbe-Leit Solutions Limited

Our client would like to fill the position of a Customer Experience Team Leader who will be reporting to the CEO.

Job Purpose/Summary

The jobholder will lead a team of Customer Experience Representatives, monitor and manage individual performance, while motivating the team to ensure that the set team targets are met.

Responsibilities

• Manage the overall teams’ daily activities to ensure smooth operations
• Provide support to the team on escalated customer queries, problems or complaints so as to ensure complete resolution
• Manage the team’s performance by offering guidance, coaching and coordinating performance discussions
• Conduct team meetings to receive, give feedback and to disseminate important information
• Ensuring that the team follows their schedules properly as designed.
• Answer team members questions, help with team members problems, and oversees team members work for quality and guideline compliance
• Develop strategies to promote team member adherence to company regulations and performance goals
• Maintain constant contact with customers to ensure client satisfaction and retention.
• Conduct team meetings to update members on best practices and continuing expectations
• Analyze and report on customer, product and the overall operational challenges
• Liaise with the HR department on any people related topics, including disciplinary issues

Job Requirements

• A Bachelor’s degree in Business related course or its equivalent.
• A Diploma in Sales & Marketing will be an added advantage.
• At least 4 years’ of Customer Service experience in a B2C environment is highly desirable.
• Prior team leadership experience is desirable.

Required skills and key competencies

• Experience in a team leadership role or equivalent
• Good interpersonal skills to create a cordial relationship with team members
• Performance management, coaching and mentoring skills
• Good decision making and problem-solving skills
• Knowledge of MS Office
• Excellent written and spoken English.
• Ability to work under extreme pressure and a fast paced, dynamic environment to deliver on agreed timelines.
• Good supervisory and organizational skills.
• People management.
• Report writing skills.
• Holding people accountable
• Good planning and organization skills.
• Team player with proven leadership skills.
• Good decision maker