Customer Service Teamleader

Customer Service - Cape Town, South Africa

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Job Description

The following document outlines your key responsibilities & duties inclusive of the skill set required of this role. As your career progresses within Travelstart we expect you to grow and develop in your role. Any major changes in your Job Description will be consulted with you where after all necessary changes to the job description will be made. Your Job Description combined with your Key Performance Areas/Indicators will provide you with a robust guide of your expected level of performance.

Experience

  • 5 years experience of being a leader in a call center environment
  • Experience within the Travel industry will be advantageous

Qualification / Certifications

  • Grade 12
  • National Diploma/ Degree in Tourism (preferable)

Knowledge And Skills Requirements

  • Software: MS Word, MS Excel, Ms Outlook, MS PowerPoint; Amadeus
  • Excellent verbal and written communication skills
  • Exceptional Customer Service Orientation

Personal Competency Requirements

  • Goal orientated and solution driven
  • Teamwork
  • Adhering to Principles and Values
  • Writing and Reporting
  • Planning and Organising
  • Quality and Detail Orientation
  • Customer Focus
  • Pro-Activity
  • Information Gathering and Problem Analysis
  • Creating and Innovating
  • Adapting and Responding to Change
  • Coping with Pressures and Setbacks
  • Self- Motivated
  • Inspirational


Key Performance Areas & Indicators

Coaching & mentoring of team

  • Monitor attendance of training interventions
  • Identification of training and development needs and feedback to Customer Services Manager
  • Provide on the job coaching
  • Knowledge sharing
  • Active involvement in team management
  • Drive, motivate and inspire the Customer Service Agents

To deliver world class customer service (plans, objectives & priorities)

  • Drive first call resolutions
  • Sustain an answer call rate of 90%
  • Analyse dashboard trends and make appropriate recommendations
  • Train and develop Customer Service Agents
  • Implement KPI’S and quarterly business plan, along with achievement plan of agreed targets and goals
  • Monitor Team training needs and ensure corrective training takes place within a reasonable time period

Performance management & development

  • Assess team member’s performance monthly according to KPI’s
  • Assess overall team’s monthly performance
  • Address under performing agents accordingly and in line with the performance management process
  • Identify with the agents what key areas to focus on for the coming month and an action plan to be implemented to achieve required targets and any additional goals
  • Conduct quarterly Performance reviews with all team members
  • C quarterly
  • Increase overall conversion and retention rate

Problem solving & decision effectiveness (escalations)

  • Resolve team issues and problems timeously and within expected requirements
  • Solutions to improve service delivery talking to innovation
  • Timeous resolution of escalated Customer Queries
  • Follow up on all complaints received from customers and address accordingly with the agent should that be necessary
  • Escalate problems (and provide possible solutions) to appropriate manager only when necessary

Selection, staffing & succession planning

  • Build effective team through selection of the right team members
  • Attend interviews
  • Quality input into appointments

Monitoring of Quality Customer Service & coaching of technical skills

  • Attend weekly QA Callibration Sessions with QA & Coaches
  • Accurate interpretation of agent QA Feedback Reports
  • Take appropriate corrective actions with regards to poor QA scores
  • Appropriate and timeous coaching and mentoring of agents
  • Timeous identification of agent training needs and notification to Manager and Training Team

Improving processes to find a more efficient & scalable customer service

  • Identify and improve Customer Services process
  • Make recommnedations to streamline, improve and build efficiencies into the Customer journey
  • Identify and recommend system improvements in order to build efficiencies in the way of work

Ad Hoc

  • Projects that are needed for the business

To apply for this awesome opportunity please send us your CV (maximum 3 pages), to: recruitme@travelstart.com
When Applying - It is a real "plus" if you send us a 3min MAX video recording of who you are, Why you are the best candidate for the role and why you are interested in the role!’
Please include a copy of your academic certificate and transcript (marks).
The reference for this opportunity is “Customer Service Team leader” please insert this into the subject line of your email application.
Any applicants not meeting the minimum requirements will not receive a response. Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart. Good luck!

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Contact: recruitme@travelstart.com

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