Vacancy Details
Employer: Ares Holdings
Customer Service Team Leader
Reports To: Customer Service Experience Manager
Job Summary:
The Customer Service Team Leader in our fashion retail company will oversee a team of customer service agents who handle queries related to both online and in-store purchases. This role is crucial in ensuring that the customer service department runs smoothly, meets key performance indicators (KPIs), and delivers a high standard of service. The Team Leader will be responsible for managing daily operations, scheduling, coaching team members, and maintaining and updating department Standard Operating Procedures (SOPs).
Key Responsibilities:
Team Management & Supervision:
- Lead, motivate, and manage a team of customer service agents to deliver excellent customer service.
- Monitor team performance to ensure that KPIs, including response time, customer satisfaction, and issue resolution, are consistently met.
- Conduct regular one-on-one meetings with team members to provide feedback, coaching, and support.
Scheduling & Resourcing:
- Manage team schedules, including shift planning, ensuring optimal coverage during peak hours.
- Coordinate with the HR department for the recruitment and training of new team members.
- Monitor and manage team workload to ensure timely and effective resolution of customer queries.
Coaching & Development:
- Provide ongoing training and development opportunities to team members to enhance their skills and knowledge.
- Foster a positive and supportive team environment that encourages continuous improvement and professional growth.
- Address performance issues proactively, implementing performance improvement plans when necessary.
SOP Maintenance & Compliance:
- Maintain and update department SOPs to reflect current best practices and ensure compliance with company policies.
- Ensure that all customer service agents are trained and compliant with department SOPs and procedures.
- Collaborate with other departments to streamline processes and improve overall customer experience.
Reporting & Analytics:
- Analyse customer service metrics and prepare regular reports for the Customer Service Manager.
- Identify trends, challenges, and opportunities for improvement based on data insights.
- Propose and implement process improvements to enhance service quality and efficiency.
Customer Interaction:
- Handle escalated customer queries and complaints, ensuring a prompt and satisfactory resolution.
- Act as a point of contact for high-profile or complex customer issues.
Qualifications:
Education:
- Qualification in Business Administration, Retail Management, or a related field is preferred.
Experience:
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team leader position.
- Experience in the fashion retail industry is highly desirable.
Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyse data and generate reports.
- Proficiency in customer service software and tools.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
Key Competencies:
- Customer-centric approach with a strong focus on delivering exceptional service.
- Ability to handle stressful situations and make decisions under pressure.
- Problem-solving skills with a proactive and positive attitude.
- Attention to detail and a commitment to maintaining high standards.
- Ability to adapt to changing priorities and business needs.
Perks & Benefits
- You get to work for a rapidly expanding distributor with aspirational brands
- Gym & Shower facilities
- Personal Trainer
- Yoga
- Pension Fund
- Medical aid with Gap cover
- Staff Allocation (R10 000 Retail Value per annum).
- Staff discount (50% off for you and your family across all the brands within the group)
- Healthy Lunch subsidy
- Company performance incentive scheme
- Long-service incentives
- Holistic Employee Wellness programme
- The group prides itself in its effort to drive continuous employee engagement activities to enable a connected culture.
Please consider your application to be unsuccessful should you not here back from us after 3 weeks.
16 people have applied for this job. 391 people have viewed this job.
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