Customer Service Team Leader needed at Saint-Gobain Africa

Why do we need you ?

• Coaching, developing, supporting and motivating a team of consultants on a daily basis including KPI management, performance reviews, implementation and monitoring of development plans – for self and team.
• Understand business unit’s sales strategy, customers and products to align our service offering to the customers needs.
• Monitoring of key metrics to drive compliance, implement corrective actions and deliver on customer and business expectations.
• Stakeholder engagement – attend various weekly/monthly internal departmental meetings as set out, but not limited to: TMC Order Review Sessions, Claims meetings, CSI meetings, Domestic Commercial meetings i.e. Manco, as and when required; and adhoc internal projects as and when required.
• Conduct regular team meetings to feedback on challenges, workable solutions, forward planning , general business and customer updates.
• Understand business unit’s sales strategy, customers and products to align our service offering to the customers needs.
• Managing delivery against business targets including adherence to policies, procedures and processes, inbound/outbound calls and turnaround timescales for internal and external customers.

Is this job for you ?

• The ideal candidate must have three to five years total work experience, of which at least 2 years must be demonstrable supervisory/team leader experience in a call centre or customer service environment, as well as experience in leading a team is essential.
• The role will require someone who has matric as well as Customer Service qualification or relevant tertiary education. The candidate must have the ability to navigate multiple computer systems and platforms, and be computer literate.