Team Leader: Customer Service

Requirements :Must have at least 2 years Team Leader / Supervisor experience in a Bank Call CentreMatric and a relevant tertiary qualification preferably with a leadership componentMust be available to work from the office on rotational shifts through weekends and public holidaysResponsibilities :Ensures that the team attends to customers, understands what matters to the customer, and delivers against those requestsEnsures that the team takes ownership of every customer need and provides the customer with a speedy response or facilitates the completion of the customer requestEnsures that the teams understand the risks associated with the handling of different customer requests and follows effective controls to minimize risk, including authentication of the customer to prevent disclosure of information to unauthorized persons (e.g., knowing how to identify the client)Ensures that customer complaints are resolved effectively within the prescribed timelinesAssists with customer escalations, complaints, and queries
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