Key Responsibilities


Supervise and lead a team of call centre agents, providing guidance, coaching, and support to ensure excellent customer service delivery.
Handle escalated customer inquiries, complaints, and complex issues, ensuring timely resolution and customer satisfaction.
Implement and enforce call centre policies, procedures, and standards to ensure consistent service delivery and adherence to quality assurance guidelines.
Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer issues, share feedback, and contribute to the improvement of overall customer experience.
Stay updated on product knowledge, promotions, and industry trends to effectively assist customers and provide accurate information.
Generate and analyse call centre reports to track performance, identify areas of improvement, and provide regular reports to management.
Ensure compliance with data protection and confidentiality guidelines while handling customer information.
Foster a positive and motivational work environment, promoting teamwork, open communication, and a customer-centric culture within the call centre team.


Qualification Requirements

Qualifications: 


Matric/Grade 12 qualification.


Experience Requirements

Experience


3-5 years of experience in a similar capacity within the FMCG industry, demonstrating sound knowledge of call centre processes.