CLIENT RELATIONSHIP TEAM LEADER IN SOUTH AFRICA

Salary: R17 500 Location: Cape Town About the company: A Global Business Process Outsourcer who adds value to its clients by surpassing all customer experience expectations seeks to employ a QA Team Leader. This role will ensure that customers receive first class, excellent service at all times and that the agent groups have the relevant knowledge, learnings, feedback and support to deliver the right response to customers. Duties: • Encouraging agents to utilise information tools and relevant systems to enable accurate and excellent service • To stay up to date on all products, processes and policy matters for the client • To attend and contribute into governance meetings with Customer Experience Manager • To provide feedback on all Customer KPIS to Customer Experience Manager on key opportunities from business change or risks that may affect customer resolution • To design and complete ELP sessions for agent group on ways to improve customer experience • Tracking of all queries raised from advisors • Updating the QTL (query log tracker) with all questions raised from agents • Quick fire monitoring of agents calls to track adherence to processes and information given through floor walking feedback • Work with QA Team Leader to provide insights into: behavioural issues, learning gaps and upstream initiatives to improve Customer Experience and resolution • To review cases of unsatisfactory customer experience on a regular basis to understand insight and learnings for agent groups • To raise issues that prevent customer experience in a quick, efficient manner each and every time they occur (such as system outages, profile issues and products) • To provide real time floor assistance for the advisors • On the job product and process coaching and support for advisors • Real time support and assisting with escalations • Ensuring that all promised call backs are achieved each day through the agent group • Working closely with Team Leaders and Support Services • To ensure that feedback is constructive to Team Leaders and Support Services in matters of customer experience • To ensure that Customer Experience remains a focus in all conduct, working policies of agent group • To monitor calls each month for Customer Experience Insight (remotely and side by side) • To attend training, calibrations on quality and customer experience Requirements: • Matric / NQF Level 4 • Minimum of 1 years Telecommunications experience working with UK Clients • Understanding of tNPS and Customer Experience initiatives, metrics, insights and policies • Shift work is a requirement • Min of 8hrs phone time is required per month • Dealing with confidential information • Intermediate proficiency in MS Office • Effective Communication and Problem Solving skills • Excellent Planning and Organising skills • Ability to be flexible • Excellent attention to detail and excellence in all aspects of work outputs • A real passion for Customer Service • Strong report writing and insight analysis