Customer Support Team Leader Mr Price Money

at  Mr Price Group

The Team Leader is responsible for managing a team of associates to ensure that operational targets are met while ensuring an excellent customer experience.
Qualifications: Education:
Grade: 12.
Experience:
Minimum of 2 years New accounts processing and call centre experience or similar environment
Knowledge/ Skills:
Understanding of Relevant Legislation (NCA, CPA, ICASA, POPIA).

Call Centre Software.

• Good understanding of credit granting principles

Responsibilities: Leadership & People Manage ment:
Manages a team of call c
entre agents to ensure that departmental targets are achieved through excellent customer experience, making use of training, performance management, succession planning and QA monitoring, reporting on all of these statistics.
Creates and maintains an excellent associate experience by resolving any associate queries, conducting disciplinary action, and sustaining a positive team culture through culture initiatives.

Customer Experience:

• Ensures team provides excellent customer experience by providing coaching and guidance to associates. Responds to any escalated queries from customers and stores to ensure efficient problem resolution.

Please refer the Job description for details