Back to offers list

We are looking for

Customer Service Team Leader

Job type

Permanent

Schedule

Full time

Job Function

Client relationship management

Brand

Location

Cape Town, Western Cape, South Africa

Sorry, this position is already filled

Last update 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)

Discover the different professions within BNP Paribas: Sales and Client relations

Working in Sales and Client Relations at BNP Paribas is all about helping clients on a daily basis, and supporting them at important times in their personal and professional lives.

Find out more

Why should I apply?

Basically, why would you want to join BNP Paribas over any other company?

BECAUSE YOU'RE THE KIND OF PERSON WHO WANTS...

What if we told you that working in our Group isn’t quite what you might think? At BNP Paribas, we do a multitude of different jobs that are constantly evolving to meet the expectations of our clients and society as a whole. Whether through everyday tasks or major projects, doing one of our jobs means making a personal commitment to taking sustainable action.
Feeling good about your job means bringing your whole self to work and being who you are. It’s also about having the resources you need to achieve a healthy work-life balance. Both of these are major commitments at BNP Paribas.
At BNP Paribas, developing your skills is as important to us as it is to you. And the skills you learn with us will help you through the rest of your working life.