Job title : Client Relations Team LeadJob Location : Western Cape, Cape TownDeadline : January 30, 2025Quick Recommended Links Jobs by Location Job by industries Team Management Lead a dedicated, high-performing team of agents, providing mentorship and support. Conduct regular performance reviews and provide actionable feedback. Monitor and track KPIs, including response time, resolution time, customer satisfaction, and complaint resolution rates. Foster team growth by identifying training opportunities and updating SOPs and guidelines to reflect evolving business needs. Complaint Resolution Oversee and ensure the timely resolution of complaints through efficient administrative processes. Investigate and resolve logistics escalations, providing actionable resolutions to branches. Liaise with TDT branches, Distribution Centers (DCs), Supply Chain, and other teams to facilitate complaint resolutions. Communicate directly with branches to obtain necessary information for investigation and resolution. Reporting & Documentation Compile and submit accurate reports (daily, weekly, and monthly) within stipulated timelines. Maintain team trackers to monitor progress, identify trends, and generate actionable insights. Delegate reporting tasks to enhance team capacity and skill development. Document all processes, protocols, and resolutions for training and operational reference. Process Improvement Conduct gap analyses to identify inefficiencies and propose operational improvements. Implement preventative measures to reduce relogged complaints to below 1.5%. Provide insights and recommendations to improve service levels within the franchise network. Track data accuracy and ensure timely communication of updates to stakeholders. Stakeholder Engagement Build and maintain collaborative relationships with internal and external stakeholders. Organize team hub visits to strengthen cross-functional understanding and communication. Provide feedback and support to Franchise Compliance Coordinators (FCCs) and Franchise Managers (FMs) to drive operational excellence. General Duties Manage credit requests and align with business standards. Support business objectives through management of projects within the financial year. Support OTP tracking and other business initiatives. Mentor and coach team members to foster knowledge transfer and professional growth. Perform additional duties as required by operational needs. Minimum qualification and experience requirements: Matric Certificate or equivalent qualification (tertiary qualification advantageous). At least 3 years of experience in a team lead or similar role. Proven experience in complaints handling and customer service. Proficient in Microsoft Office (Word, Excel, PowerPoint). Experience with Zendesk or other ticketing systems advantageous. Background in food delivery customer service advantageous. Customer Service jobs