Customer Support Team Leader

Key Responsibilities

• Supervise and lead a team, providing guidance, support, and mentorship.
• Respond promptly and professionally to customer queries, issues, and requests via phone, email, chat, and other communication channels.
• Assist in resolving complex or escalated customer issues and provide guidance on appropriate resolutions.
• Provide accurate and relevant information about the company's products and services; guided by our policies and procedures.
• Coordinate work schedules, breaks, and shift rotations to ensure adequate coverage during peak hours.
• Ensure team members follow company policies, procedures, and compliance standards.
• Encourage and recognize outstanding performance, boost team morale, and foster a positive work environment.
•  Identify process inefficiencies and propose solutions to enhance productivity and customer satisfaction.
• Participate in performance evaluations for team members and provide input to management on their progress and potential for growth.
• Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.
• Document and maintain detailed records of customer interactions, queries, comments, and actions taken in the customer support system.
• Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.
• Follow established procedures for handling customer queries, complaints, and escalations, ensuring compliance with company guidelines and protocols.
• Collaborate with cross-functional teams, such as technical support, sales, and product development, to resolve customer issues and provide comprehensive solutions.
• Keep up to date with product knowledge, updates, and industry trends to provide accurate and up-to-date information to customers.
• Advocate for the customer by providing feedback, insights, and suggestions to improve products, processes, or customer experience.
• Ensure customer satisfaction and retention by building positive relationships, addressing concerns empathetically, and proactively addressing potential issues.
• Meet or exceed and monitor key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction ratings, and other metrics.
• Continuously improve personal knowledge and skills through training, self-learning, and staying updated on industry best practices.
• Perform QA checks for your team in collaboration with the trainings department.
• Collaborate with trainer to create a training plan of action for all underperformers

Qualifications

The essentials:  

• Matric / Grade 12 (essential)
• Proven experience in a customer support role or similar customer-facing position.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively.
• Strong problem-solving and decision-making abilities to address customer issues promptly and effectively.
• Empathy, patience, and a customer-centric mindset to provide exceptional service and assistance.
• Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Excellent time management skills and the ability to manage and lead.
• Good technical knowledge and understanding of software applications, web-based platforms, or electronic devices is desirable.
• Good analytical and problem-solving abilities to identify performance issues and devise solutions.
• Strong teamwork and collaboration skills to work effectively with cross-functional teams.
• Positive attitude, resilience, and a willingness to learn and grow in a dynamic customer support environment.
• Flexibility to work evenings, weekends, and holidays as required by the business
   

Some desirables:  

• Knowledge and interest in various sporting disciplines 
• Platform experience (Zendesk) 

Working Conditions

• May require shift work, weekends, and public holidays depending on operational needs.
• onsite work.

Additional Information

Additional information

We offer competitive packages, a great work environment and a promise that you will not be bored if you are prepared for a challenge and want to build something great.