Team Leader - Customer Care

To supervise activities of the Customer Care Representatives ensuring speedy resolution of customer complaints.

PRINCIPAL ACCOUNTABILITIES

 Customer Care

• Receive and allocate customer complaints to Customer Care Representatives.
• Ensure accurate logging of complaints and follow up actions thereafter through to resolution.
• Liaise with internal and external departments/agencies to resolve customer complaints.
• Prepare and issue reports as required.
• Be knowledgeable of and guided by Courts policies and the necessary legislation when resolving customer complaints.
• Ensure wherever possible speedy resolution of customer complaints.

 MINIMUM REQUIREMENTS: 

• Diploma in Business Management or related discipline
• Two (2) years supervisory experience in a call centre environment
• Computer literate with advanced knowledge of Microsoft Office Suite
• Good communication and conflict resolution skills
• Ability to interact with people and handle stressful situations 

Personal Characteristics

• Customer service focused
• Self-motivated
• Goal-oriented
• Persistent
• Assertive
• Strong leadership qualities