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Bryanston
Permanent
Full Time
Published: 3 days ago
Negotiable, Depending on experience
EE/AA
Bidorbuy represents one of Africa’s largest online marketplaces and auction sites where buyers and sellers come together to buy and sell merchandise, services and any other marketable goods.A Customer Service Team Leader supports the company's customer service activities by directing and overseeing customer service agents, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. This role has a variety of responsibilities and the suitable candidate will be required to perform a number of functions at a high level. The Team Leader will report directly to the Head of Customer Service.
As one of the Team Leaders within the Customer Service team, you will lead and assist a group of Customer service agents. You will also be responsible to ensure that the Customer Service team has all the tools, support, and training to provide industry-leading service to meet the ever-increasing demands of our customers. This role requires you to work hand-in-hand with various stakeholders, i.e. liaising with the Operations, Marketing, Finance, Security & Tech teams.
An ideal candidate would be a great communicator both written and oral. This person needs to be someone who can motivate and inspire the team to treat our customers (buyers and sellers) with respect and turn often-tough situations into great customer experiences. Someone who can direct and guide the team to achieve their individual and team KPI’s
Roles and Responsibilities
Customer (Buyers and Sellers) escalationsAble to manage any type of escalations (Tickets, calls, and live chats) as effectively as possible.
Able to reach a resolution within a timely manner.
Able to manage unique or a complex request from our customers
Co-Ownership ?(ownership divided between the team leaders) ? of the sitewide refunds and returns process.
Co-Ownership ?(ownership divided between the team leaders) ? of the Buyer protection program and the process from start to finish
Co-Ownership ?(ownership divided between the team leaders) ? of rating disputes and effectively manage the expectations and outcome of the rating disputes
Support Head of Customer Service with the current and incoming support queriesTicket assigning.
Ticket re-assigning
Manage schedules and availability of staff to ensure we meet the support requirement
Customer compliance of bidorbuy terms and conditions.
Reporting team’s performance (Tickets, LiveChat’s & Calls)to Head of Customer Service Daily/Weekly; and consistent feedback to help the team improve in these areas.
Coaching and mentoringFacilitate and organise training for all agents and underperforming agents
Induction of new Customer Support employees.
Keep track of the attendance of the team
Important skills required for this position. RequirementsGrade 12 (Tertiary qualification in Customer service - preferred).
The ideal candidate will have 5 years of experience in a customer service environment, preferably in the internet industry (online retail, banking, gaming, or e-commerce).
Skills and attributes
Motivation
Coaching and mentoring
Problem-solving.
Excellent verbal and written communication.
Workforce management.
Self-starter and independent work ethic.
Please note that the successful candidate will be required to lead and work with the night shift team. The night shift team operates daily from 11:30 am to 08:00 pm, and every second Sunday from 11:30 am to 08:00 pm(for every Sunday worked he/she will receive a off day, the following Friday), as well as public holidays with a day off the following week.
** Please do not apply if these working hours don't suite you. **Salary negotiable depending on experience.
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