Team Lead: Customer Support

Embark on an exhilarating journey as the Contact Centre Team Leader, where every day unfolds with new challenges and triumphs. 

Picture this: you're at the helm of our bustling contact centre, guiding our Sales and Support Consultants through the ebbs and flows of customer interactions. From resolving escalated complaints to empowering our team with knowledge through engaging weekly sessions, your leadership sets the stage for success.

But it doesn't stop there. You'll dive into the heart of internal collaboration, forging connections with our Digital Support, Payment Relations, and VAS Teams. Together, we'll break down silos and unleash the full potential of our collective expertise.

And let's not forget about our external partners – every interaction is an opportunity to showcase our dedication to customer satisfaction. Whether it's a query from a client or a request from a prospective customer, you'll be the friendly face and voice they trust.

Join us in this thrilling role, where every moment is a chance to make a difference, both internally and externally. Are you ready to be part of our contact centre revolution?

Duties and Responsibilities (Include but are not limited to):

Improve and maintain customer service excellence by reducing complaints

• Resolve escalated client complaints efficiently and timeously
• Resolve escalated client queries
• Communicate openly and effectively with team
• Provide support/advice to the Customer Service Consultants
• Discuss service excellence in morning staff meetings
• Facilitate the coordination and communication between different teams
•  Attend Team Leader meetings every morning
•  Effectively use internal Skype conversations for information sharing

Ensure the contact centre equipment is working effectively

• Check phones and equipment to ensure it is in working order
• Hold staff briefing sessions if anything is not working correctly
•  Ensure contact centre lines are working (MTN, Vodacom and Cell C) by calling the lines at least 3 times per day
• Escalate any issues immediately to the IT team 

Compile and submit weekly and monthly reports

• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI's etc.)
• Draw information from relevant systems
• Capture relevant information onto spreadsheets
• Compile the reports within specified time frames
• Analyse the reports in order to make recommendation for improvements

Monitor contact centre systems

• Monitor the scope desk and download call reports hourly
• Monitor the back-office email and action within required timeframes
• Monitor the tablets and action WhatsApp messages received

Uphold the company brand

• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality
• Maintain knowledge of all company products

Perform general people management functions 

• Accurately record staff hours
• Check and sign off timesheets
• Collect incident reports
• Perform onboarding for new staff members and monitor their performance
• during their probation period

Conduct performance management functions to ensure effective running of the contact centre

• Monitor individual team members performance and targets
• Prepare for and hold weekly KPI meeting with each team member
• Coach and mentor staff when required
• Listen in on calls to assess the quality of the service
• Encourage effective use of Big-Ticket issues
• Ensure all staff attend required training courses for new products

Key Requirements

• Grade 12 or equivalent
• Degree/diploma (desirable)
• 1-year Sales and Support Consultant experience (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
  
• Knowledge of customer service principles

Additional Skills

•   Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
•  Attention to detail
•  Interpersonal skills

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S DIVERSITY AND INCLUSION PLANS