Team Lead - Customer Service at Betfarm

Details:

• To manage a team of customer service agents dedicated to handling queries
• Identify service areas in need of improvement, through observation and gathering feedback from team members
• Assist in the development of improvement processes designed to exceed customer expectations
• Lead the customer service teams’ daily activities in support of meeting quality and service level goals
• Demonstrate superior service knowledge and enhance the base of product/service knowledge of team members through ongoing training
• Monitor the team members for coaching opportunities and gather information positive and/or negative and report it to the HOD
• Work one-to-one with team members using coaching techniques to identify and improve individual member’s weaknesses
• Assist team members with complex issues/problem resolution
• Conduct new hire training with regards to customer service systems and processes
• Develop and maintain a professional working relationship with co-workers, internal and external customers, thus securing their support in the effort of delivering excellent customer service
• Effectively communicate with all levels of staff and customers
• Address and resolve internal and external customer complaints
• Delegate tasks to team members
• Assist with daily customer service duties work when needed
• Prepare weekly and monthly customer service reports and send to the HOD
• Responsible for drawing up team’s roster and ensuring team members adhere to the shift times
• Ensure that team members are punctual and remain disciplined at all times
• Any other duties as assigned by the HOD

QUALIFICATIONS& EXPERIENCE

• Graduate
• 3 or more years of relevant post graduation experience

SKILLS &COMPETENCIES

• Good communication  & Leadership skills
• High attention to detail & sound risk awareness
• Resilience to handle difficult issues
• Ability to prioritize  workload
• Good Microsoft/Computer skills