Team Leader - Customer Service

• Must have at least two years of team leader or 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, including weekends and public holidays.

• Ensure the team attends to customers, understands their needs, and delivers against those requests.
• Ensure the team takes ownership of every customer need, provides a speedy response, or facilitates the completion of customer requests.
• Ensure the team understands the risks associated with handling different customer requests and follows effective controls to minimise risk, including authentication of customers to prevent disclosure of information to unauthorised persons.
• Ensure customer complaints are resolved effectively within prescribed timelines.
• Assist with customer escalations, complaints, and queries.

• Team leadership.
• Customer service.
• Customer satisfaction.
• Handling enquiries.
• Performance measurement.