Client Services Team Leader - HOC

SUMMARY:
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POSITION INFO:

Job description:

Providing leadership, training, and supervision for a team of employees. Ensuring the smooth operation of the company’s Customer Service Department.

A customer service team leader must ensure that any issues are resolved within their department and in a timely manner.

If a problem arises, a customer service team leader can be called upon to go above and beyond what is required in order to resolve the issue.

He/she must produce a customer service plan that clearly states the policies, procedures, and processes which the team will use.

Customer service team leaders test their plans regularly to ensure that they are efficient and effective.

Responsibilities:

• Provide customer service to customers in a professional manner and ensure that they receive the best possible service
• Ensure that all calls are answered within an appropriate time frame, and that any problems or issues with your account are resolved as quickly as possible
• Follow up on outstanding issues and resolve them promptly
• Maintain a high level of knowledge about company products and services
• Provide feedback and suggestions regarding improvements to company processes and systems
• Attend meetings and other events as required
• Resolve complaints from customers and provide solutions to their queries
• Adhere to company policies and procedures
• Hire, train and motivate staff appropriately
• Align self with the business strategy and objectives
• Manage performance effectively.

Requirements:

Clean ITC and Criminal check 

3 years' experience as Team Leader 

Homeowners (HOC) experience (Essential) 

RE5 and FAIS Credits - Must be fit and proper - Non negotiable.

Experience managing a team of 4 - 8 Client Services Consultants