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Customer Service Team Leader
Permanent full-time opportunity
Hard-working and social team
About Our Client
Our client is the leading global company in the expanding online food delivery market. This is a unique opportunity to gain valuable and challenging experience at a rapidly growing start-up. Responsibility is given from day one to use your initiative and creativity to help grow the business.
Based in the inner city office as a part of a consistently growing team, you will be a motivator and contribute to the team energy. You will use your initiative to solve problems and set a high standard of service and attitude expectations for your team. Additionally you will:
- Manage and motivate your team to hit KPI's such as response rates, productivity and customer satisfaction;
- Follow up and respond to customer complaint escalations where necessary;
- Conduct daily attendance checks and monitor phone status usage of individual agents in your team closely to achieve the highest level of productivity;
- Work on weekly projects with your team, QA and training Manager to assist your team in the achievements of weekly or monthly KPI's on an individual and team level;
- Ensure to have a strong knowledge in all products and services and maintain awareness of all internal processes, communicating to team members in a responsive manner to ensure the effectiveness of any necessary follow up or query around this;
- Set priorities, plan workload, meet deadlines and achieve the objectives of the department.
The Successful Applicant
The successful candidate will have:
- Minimum 1 year experience in team management and mentoring and a track record of proven results
- An eye for detail and excellent organisational and planning skills;
- A strong work ethic and positive attitude;
- High level written and verbal English skills;
- Analytical skills;
- Confidence and positivity in everything you do.
What's on Offer
- Competitive salary with performance-based incentives and benefits;
- A supportive and dedicated team;
- Regular social events and activities;
- A fast-paced environment that make the day fly by!