Blue Label Distribution – CIC Recent Job Recruitment – Apply Now!

Posted on :

20 Sep, 2021

Category :

Administrative Jobs in South Africa

At Blue Label Distribution, our brand philosophy is that we can create and distribute anything that is able to be digitized. Our Blu-approved brand is the face of our service offering and is underpinned by a world-class technology platform for both online and offline commerce. With a point of sale network of approximately 150 000 devices, we provide a distribution footprint across all income groups. 85% of our income comes from merchants in the informal sector

 

 

 

 

Job Title: Team Leader – CIC
Location: Randburg, Gauteng, South Africa
Reference #: B107
Contract Type: Permanent
Salary: Market Related

Job Summary:
Responsible for the day-to-day planning, operating, managing and supporting of the Customer Service Representatives, ensures that all objectives and targets are met efficiently and effectively, and serves as an expert in handling complex queries. The Team Leader is expected to continuously improve customer satisfaction levels, maintain service excellence and deliver an overall superior customer experience

RESPONSIBILITIES:
Product/Service Information:
Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing:
Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.

Resolving Customer Issues:
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting:
Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification:
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.

Renewals:
Help drive customer renewals through exceptional service, supporting the sales teams as required.

Customer Relationship Management (CRM) Data:
Monitor team members’ use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Operational Compliance:
Identify, within the team, instances of non-compliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Personal Capability Building:
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation:
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

People & Performance Management:
Ensure the team are optimally managed and that they deliver a superior level of customer service
Drive the performance management process and lead the culture of customer centricity through critical goal alignment and individual feedback across the team.
Monitor the quality of performance and drive interventions where required
Enable a culture of high performance and high engagement focusing on individual growth for each team member
Ensure team is appropriately trained in all products, systems, policies and services
Drive a culture of inclusiveness, embracing capabilities of all races, cultures, genders and disabilities
Monitor and conduct QA Assessments
Manage the Industrial Relations issues within the team in accordance with the law
Drive best practice recruitment practices in interviewing and hiring Customer Reps and learners

Operations Management:
Ensure team operations are effectively and efficiently managed & that all prescribed operational objectives and targets are met
Ensure availability and working order of all tools for the team
Achieve agreed service levels, turnaround and response times
Ensure consistent achievement of customer satisfaction
Maintain a physical presence in the customer centre in order to identify problem situations and provide conflict resolution or guidance as required
Resolve escalated queries providing follow up and feedback to the Customer Rep and the Customer
Monitor and correct failures in achieving targets
Review tickets logged and document solutions for input into Training material
Manage day-to-day scheduling of Customer Reps and ensure adherence to the schedule.
Maintain a register of equipment and monitor all faults reported. Check equipment regularly and log tickets for maintenance/repair
Ensure integrity of governance across all spheres of operations

Measurement of Service Levels and Reporting:
Ensure all service levels and response time targets are met
Manage service level performance against defined targets and metrics and course correct when necessary
Review monthly productivity reports, identify trends and coach Reps where improved delivery is required.
Meet or exceed quality monitoring targets
Extract daily reports, validate the data, analyse the data and identify areas for improvement.

BEHAVIORAL COMPETENCIES:

Customer Focus
Communicates Effectively
Instills Trust
Manages Complexity
Being Resilient
Drives Results
Action Oriented
Decision Quality
Collaborates
Directs Work
Manages Conflict
Resourcefulness
Situational Adaptability
Demonstrates Self-Awareness
Tech Savvy
Ensures Accountability
Plans and Aligns

EDUCATION:
Matric
Marketing/Sales/ tertiary qualification would be highly advantageous

EXPERIENCE:
General Experience:
Demonstrated experience in leading a Call centre team with robust knowledge of customer service policies, procedures and processes
Proven experience in CRM, Telephony, QA and systems
Knowledge of labour regulations is a distinct advantage
Knowledge of Competency Based Interview would be an additional advantage, but demonstrated experience in recruitment is required
Demonstrated experience in monitoring scorecards and auctioning outcomes

Managerial Experience:
At least 2 years’ experience in managing a customer facing team

To Apply:

Click Here!

Application Deadline: 04/10/2021


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