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Team Lead - Customer Service At Betfarm

Date Posted: 08/Sep/2019
Deadline: Not Specified

Betfarm seeks to hire a qualified Accountant.

Title: Team Lead - Customer Service

Details:

  • To manage a team of customer service agents dedicated to handling queries
  • Identify service areas in need of improvement, through observation and gathering feedback from team members
  • Assist in the development of improvement processes designed to exceed customer expectations
  • Lead the customer service teams daily activities in support of meeting quality and service level goals
  • Demonstrate superior service knowledge and enhance the base of product/service knowledge of team members through ongoing training
  • Monitor the team members for coaching opportunities and gather information positive and/or negative and report it to the HOD
  • Work one-to-one with team members using coaching techniques to identify and improve individual member’s weaknesses
  • Assist team members with complex issues/problem resolution
  • Conduct new hire training with regards to customer service systems and processes
  • Develop and maintain a professional working relationship with co-workers, internal and external customers, thus securing their support in the effort of delivering excellent customer service
  • Effectively communicate with all levels of staff and customers
  • Address and resolve internal and external customer complaints
  • Delegate tasks to team members
  • Assist with daily customer service duties work when needed
  • Prepare weekly and monthly customer service reports and send to the HOD
  • Responsible for drawing up team’s roster and ensuring team members adhere to the shift times
  • Ensure that team members are punctual and remain disciplined at all times
  • Any other duties as assigned by the HOD

SKILLS &COMPETENCIES QUALIFICATIONS& EXPERIENCE

  • Good communication & Leadership skills
  • High attention to detail & sound risk awareness
  • Resilience to handle difficult issues
  • Ability to prioritize workload
  • Good Microsoft/Computer skills

QUALIFICATIONS& EXPERIENCE

  • Graduate
  • 3 or more years of relevant post graduation experience

Email: [email protected]

 

Method of Application

Interested and qualified? Click the Apply now button to send your application

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