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Nous recherchons un

Customer Service Team Leader

Contrat

CDI (Permanent)

Horaires

Temps plein

Métier

Gestion de la Relation Client

Marque

Localisation

Le Cap, Cap-Occidental, Afrique du Sud

Désolé, cette offre est déjà pourvue

Mise à jour le 20.09.2024

Main purpose

You will be managing and overseeing a customer service multi-skilled team to ensure exceptional focus on customer experience and promoting a “Customer First” culture.

Key Responsibilities

•Agree set goals with team members covering performance, quality and development area

•Focus on career and skills development of team members

•Resolve employee relations matter e.g. Conflict of interest, absenteeism and disciplinary

•Ensure all queries/complaints received are logged on the appropriate system and actioned within the agreed SLA

•Manage staffing needs, productivity and quality if work delivered

•Handle Internal and External Customer Services- compliments and complaints

•Ensure company policies and procedures are clearly communicated and adheres to

•Ensure that daily/monthly targets for the team is met consistently

•Ensure that daily performance reports are distributed to teams and real time monitor performance

•Coach, mentor and develop team to drive the right behaviours, increase efficiency and improve productivity

Key Competencies

•Excellent communication skills, both written and verbal

•Ability to influence and persuade

•Self-motivated and target driven

•Ability to deliver under pressure

•Strong customer service orientation

•Sound leadership skills with the ability to motivate, mentor and develop team for high performance

•Strong drive and perseverance with the ability to cope with setbacks

•Strong judgement and decision making ability

•Building and maintaining relationships

•Planning and organizing skills

Qualifications, Skills & Experience

•Grade 12

•Minimum of 1 year customer service experience – essential

•Minimum of 1 year Team leader experience or exposure – advantageous

•Previous leadership experience outside RCS can be considered

•Solid understanding of systems including, but not limited to, Vision Plus, RCS Connect, Avaya, Alchemy and CSM essential

•Minimum of 2-3 years’ experience working with RCS products, policies, processes and systems – advantageous

•2IC experience – advantageous

•Advanced business writing skills and solid understanding of MS Office Suite

•Ability to gather, analyse and interpret data for reporting - advantageous

•The successful candidate will be required to work shifts in line with the Customer Services operational hours (Mon – Sun)

Découvrez les métiers de BNP Paribas : Commercial et Relation Client

Travailler au sein de la filière Commerciale et Relation Client de BNP Paribas, c’est accompagner ses clientes et clients au quotidien, dans les grands moments de leur vie personnelle ou professionnelle.

Pourquoi je candidaterais ?

Pour quelles raisons je rejoindrais BNP Paribas et pas une autre entreprise ?

Parce que je souhaite...

Et si on vous disait que travailler dans notre Groupe, ce n’est pas ce que vous croyez ? Chez BNP Paribas, on exerce une multitude de métiers qui évoluent en permanence pour être en phase avec les attentes des clientes et clients comme de la société. Au travers d’actions du quotidien ou de grands projets, exercer l’un de nos métiers, c’est s’engager pour agir durablement.
Se sentir bien dans son job, c’est avant tout venir travailler comme on est. C’est aussi avoir les moyens d’un bon équilibre entre sa vie professionnelle et sa vie personnelle. Deux engagements majeurs pour BNP Paribas.
Chez BNP Paribas, le développement de vos compétences est essentiel, pour vous comme pour nous. Et cela vous servira pour toute votre vie professionnelle.