Customer Support Team Leader
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Key Responsibilities
- Supervise and lead a team providing guidance support and mentorship.
- Respond promptly and professionally to customer queries issues and requests via phone email chat and other communication channels.
- Assist in resolving complex or escalated customer issues and provide guidance on appropriate resolutions.
- Provide accurate and relevant information about the companys products and services; guided by our policies and procedures.
- Coordinate work schedules breaks and shift rotations to ensure adequate coverage during peak hours.
- Ensure team members follow company policies procedures and compliance standards.
- Encourage and recognize outstanding performance boost team morale and foster a positive work environment.
- Identify process inefficiencies and propose solutions to enhance productivity and customer satisfaction.
- Participate in performance evaluations for team members and provide input to management on their progress and potential for growth.
- Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.
- Document and maintain detailed records of customer interactions queries comments and actions taken in the customer support system.
- Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.
- Follow established procedures for handling customer queries complaints and escalations ensuring compliance with company guidelines and protocols.
- Collaborate with cross-functional teams such as technical support sales and product development to resolve customer issues and provide comprehensive solutions.
- Keep up to date with product knowledge updates and industry trends to provide accurate and up-to-date information to customers.
- Advocate for the customer by providing feedback insights and suggestions to improve products processes or customer experience.
- Ensure customer satisfaction and retention by building positive relationships addressing concerns empathetically and proactively addressing potential issues.
- Meet or exceed and monitor key performance indicators (KPIs) and service level agreements (SLAs) related to response time resolution time customer satisfaction ratings and other metrics.
- Continuously improve personal knowledge and skills through training self-learning and staying updated on industry best practices.
- Perform QA checks for your team in collaboration with the trainings department.
- Collaborate with trainer to create a training plan of action for all underperformers
Qualifications :
The essentials:
- Matric / Grade 12 (essential)
- Proven experience in a customer support role or similar customer-facing position.
- Excellent communication skills both written and verbal with the ability to convey information clearly and effectively.
- Strong problem-solving and decision-making abilities to address customer issues promptly and effectively.
- Empathy patience and a customer-centric mindset to provide exceptional service and assistance.
- Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
- Excellent time management skills and the ability to manage and lead.
- Good technical knowledge and understanding of software applications web-based platforms or electronic devices is desirable.
- Good analytical and problem-solving abilities to identify performance issues and devise solutions.
- Strong teamwork and collaboration skills to work effectively with cross-functional teams.
- Positive attitude resilience and a willingness to learn and grow in a dynamic customer support environment.
- Flexibility to work evenings weekends and holidays as required by the business
Some desirables:
- Knowledge and interest in various sporting disciplines
- Platform experience (Zendesk)
Working Conditions
- May require shift work weekends and public holidays depending on operational needs.
- onsite work.
Additional Information :
Additional information
We offer competitive packages a great work environment and a promise that you will not be bored if you are prepared for a challenge and want to build something great.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
We are a new and upcoming Live Studio based in Cape Town. Our aim is to deliver a world class betting/ Live Studio experience by providing professional and friendly service, delivered on a state-of-the-art platform. We are a dynamic and experienced team, in an exciting new company ... View more
