Team Leader, Customer Service
Posted on :
27-05-2025
Employer Active
1 Vacancy
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Job Description
We are seeking a dynamic and customer-focused Team Leader Customer Service at our Geita branch. As a Team Leader you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.
- Lead and supervise a customer service consultant(s) ensuring high-quality service delivery and customer satisfaction
- Develop and implement customer service strategies and processes to enhance overall performance
- Monitor team performance provide constructive feedback and conduct regular coaching sessions
- Handle escalated customer issues and complaints finding effective solutions
- Collaborate with other departments to address customer concerns and improve service quality
- Analyze customer service metrics and prepare reports for upper management
- Identify training needs and organize skill development programs for team members
- Ensure adherence to bank policies procedures and service standards
- Foster a positive and motivating work environment that promotes teamwork and continuous improvement.
- Identify cross selling and migration opportunities and sell solutions proactively
- Open personal accounts according to laid-down instructions paying particular attention to KYC requirements.
- Lead the service team in meeting their leads targets against budget (i.e. provide product knowledge coach to develop selling skills)
- Support bank sales activations as required.
Qualifications :
- 3-5 years of customer service experience with 1-2 years in a leadership or supervisory role
- Strong leadership and team management skills with the ability to motivate and inspire others
- Excellent communication and interpersonal skills both verbal and written
- Proven problem-solving abilities and decisive decision-making skills
- Proficiency in customer service software and CRM systems
- Strong time management and organizational skills
- Customer-focused mindset with a deep understanding of customer service best practices
- Bachelors degree in Business Administration Communications or related field (preferred)
- Customer service certifications are a plus
- Ability to work in a fast-paced environment and adapt to changing priorities
Additional Information :
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Directing People
- Exploring Possibilities
- Following Procedures
- Generating Ideas
- Making Decisions
- Producing Output
- Providing Insights
- Understanding People
Technical Competencies:
- Application & Submission Verification (Consumer Banking)
- Banking Process & Procedures
- Customer Acceptance & Review (Consumer Banking)
- Customer Understanding ( Consumer Banking)
- Processing
- Product Knowledge (Consumer Banking)
- Sales and Lead conversion (Consumer Banking)
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
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