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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
- Day-to-day operations management and Customer Service Representatives management including leading and managing the overall performance of the team/department by monitoring Team KPIs, producing individual development plans and coaching to exceed departmental goals.
- Ensures tasks delegation and assignments are done on a daily basis to maximise the resources available in order to achieve departmental goals.
- Ensures that team members are adhering to the schedule in terms of tardiness and attendance. Also, to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity.
- Provide high quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
- Be the contact point for escalations and complaints including attending to customers that are proving to be difficult to team members and resolve their complaints.