Customer Service Team Leader - National

Frogfoot is in search of a Customer Service Team Leader to join our Customer Experience department.

PURPOSE OF THE JOB

To ensure that the customer service team delivers high-quality support, meets performance targets, and aligns with the company’s overall goals. They act as a bridge between the customer service representatives and higher management, ensuring smooth operations and a positive customer experience.

JOB OBJECTIVES

• Team management
• Escalation handling
• Develop and implement customer service policies and procedures
• Monitor customer service representatives’ performance and provide ongoing coaching and feedback
• Resolve customer complaints and inquiries in a timely and efficient manner
• Analyse customer service trends and recommend improvements
• Train and onboard new customer service representatives
• Monitor customer service representatives’ adherence to company policies and procedures
• Ensure customer service representatives maintain a high level of customer service
• Prepare and analyze customer service reports
• Foster an environment of collaboration and teamwork among customer service representatives

Job Knowledge

• Telecoms
• Customer Experience
• Fibre Network

Job Skills

• Excellent communication skills, including active listening
• Service-oriented and able to resolve customer grievances
• Knowledge of, or ability to learn, product, service, or area of customer service specialization
• Leadership skills
• Communication skills
• Analytical skills
• Organizational skills
• Technical skills
• Adaptability
• Performance management

Job Qualities

• People-first attitude
• Problem-solving
• Personal/professional ethics
• Persuasive speaking skills
• Empathy
• Adaptability
• Ability to use positive language
• Clear communication skills
• Self-control
• Taking responsibility
• Patience
• Confidence
• Conflict resolution

Tasks - Responsibilities

Team Management

• Supervising Team Members: Oversee the daily activities of the customer service team, ensuring they meet performance targets and adhere to company policies.
• Scheduling and Staffing: Create work schedules, manage time-off requests, and ensure adequate coverage during all shifts to maintain smooth operations.
• Performance Monitoring: Regularly monitor and assess the performance of team members, providing constructive feedback and coaching to help them improve.

Customer Service Operations

• Handling Escalations: Manage escalated customer issues, ensuring they are resolved quickly and to the customer's satisfaction.
• Quality Assurance: Conduct regular quality checks on customer interactions to ensure that the team is maintaining high standards of service.
• Process Improvement: Identify areas where customer service processes can be improved and implement changes to enhance efficiency and effectiveness.

Training and Development

• Onboarding New Employees: Train new customer service representatives on company policies, procedures, and customer service best practices.
• Ongoing Training: Provide ongoing training and development opportunities for team members to keep their skills up-to-date and aligned with company goals.
• Coaching and Mentoring: Offer regular coaching and support to team members, helping them develop their skills and achieve their full potential.

Reporting and Analysis

• Performance Reporting: Prepare and present regular reports on team performance, including key metrics such as call handling times, customer satisfaction scores, and resolution rates.
• Data Analysis: Analyze performance data to identify trends, strengths, and areas for improvement, and use this information to drive decision-making.
• Customer Feedback: Gather and analyze customer feedback to identify common issues and areas where service can be improved.

Customer Interaction

• Direct Customer Support: Occasionally assist with handling customer inquiries, especially during peak times or when dealing with particularly complex issues.
• Customer Relationship Management: Ensure that the team builds and maintains strong relationships with customers, fostering loyalty and repeat business.

Communication

• Team Meetings: Organize and lead regular team meetings to discuss performance, share updates, and address any concerns or questions from team members.
• Interdepartmental Communication: Liaise with other departments (e.g., sales, IT, product development) to ensure that customer service is aligned with overall company objectives and that customer issues are addressed holistically.
• Policy Updates: Communicate any changes in company policies or procedures to the team and ensure they are understood and implemented.

Conflict Resolution

• Team Disputes: Mediate conflicts within the team, ensuring that any disputes are resolved in a fair and timely manner.
• Customer Complaints: Handle and resolve customer complaints, aiming to turn negative experiences into positive outcomes.

Resource Management

• Tool and Resource Allocation: Ensure that team members have the tools and resources they need to perform their jobs effectively.

Compliance and Risk Management

• Adherence to Regulations: Ensure that the team complies with all relevant laws, regulations, and company policies, particularly those related to data protection and privacy (e.g., GDPR).
• Risk Identification and Mitigation: Identify potential risks in the customer service process and implement measures to mitigate them, ensuring the security and confidentiality of customer information.

Strategic Planning

• Goal Setting: Set clear, measurable goals for the team that align with overall company objectives, and develop strategies to achieve these goals.
• Process Innovation: Propose and implement new strategies to improve customer service delivery and enhance the customer experience.

Dealing with Customers

• Being attentive when serving customers.
• Being polite to customers and showing empathy.
• Coping with threats or rudeness from customers / ISP.
• Enquiring about customers' needs.