Position: Team Leader – Customer Service
Nature of Job: Full
Time
Industry: BPO
- Call Centre
Location: Nairobi
Job Objective: Responsible for the day to day management of a team of customer service Executives within a call centre’s customer services, dealing with enquiries to agreed performance standards.
Duties and Responsibilities:
- Responsible for the management, organisation
and co-ordination of the day to day work of a team of customer service
executives in a call centre to deliver the highest standards of services
to customers.
- Ensure the call centre is adequately resourced
by liaising with relevant staff and planning resources effectively.
- Ensure that customer enquiries are dealt with
in accordance with the performance and service standards and personally
deal with more complex enquiries, including complaints
- Maintain effective relationships with clients
and colleagues, to ensure effective delivery of customer services.
- Undertake customer surveys, consultation, exit
surveys and elicit feedback on services in order to improve service
delivery.
- Challenge current methods of service delivery
and identify, recommend and implement improvements.
- Keep up to date with call services centre best
practice to improve customer satisfaction and reduce costs.
- Prepare and present reports and management
information relating to performance, budgets and any other aspect of the
team’s work.
- Ensure that customer service executives
achieve the required performance targets and standards in accordance with
the business plan.
- Monitor and report progress and performance,
provide feedback and take appropriate corrective action. Ensure that
personal targets and deadlines are met.
- Motivate, develop, coach, train, induct and
formally appraise customer service executives to set performance
standards, recognize achievement and deal with performance issues
- Any other duty as may be stated from time to
time
Skills and Competencies:
- Evidence of a clear understanding of all
aspects of customer services and able to demonstrate commitment to
continuous improvement.
- A broad understanding and knowledge of a
call centre
- Able to listen carefully, and assimilate
information quickly.
- An ability to implement creative and
imaginative approaches and identify new options for service development.
- Able to lead, motivate and develop the team,
give clear instructions and feedback in order to improve performance.
- Able to seek out and disseminate best practice
in order to effectively deal with diverse, complex and highly sensitive
situations.
- Able to utilise information and communications
technology and maintain up to date information and retrieve information
quickly and accurately to help customers.
Education / Experience:
- Bachelor's degree or equivalent with
experience in related industry
- Minimum 2 years of experience as Customer Care
Team Leader in a busy call center
Note: Qualified candidates should send their CV’s quoting
relevant skills and experience to info@royalagencies.co.ke
Only shortlisted candidates will be contacted.
Only shortlisted candidates will be contacted.
