Customer Service Teamleader

Customer Service - Cape Town, South Africa

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Purpose of Role

The Customer Service Teamleader must lead and support the Customer Service Team to deliver World Class Customer Service.


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


  • 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 coomunication skills
  • Exceptional Customer Service Orientation

Key Performance Areas & Indicators

Coaching and 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 and 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
  • Communicate clear and updated team performance targets weekly, monthly and 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 and 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

  • Conduct weekly QA on calls, email and chat
  • 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 and 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

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

To apply for this awesome opportunity please send us your CV (maximum 3 pages), to:
Please include a copy of your academic certificate and transcript (marks).
The reference for this opportunity is “Customer Service Teamleader”. 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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