Customer Services Lead

Company Uni4 Online
Reference # CSTLUni4#01
Published 19/05/2020
Contract Type Permanent
Location Century City, Western Cape, South Africa
Educor is the largest private education supplier in Southern Africa., managing 10 educational brands across its more than 60 campuses and sites in South Africa and internationally. As a Group we possess a rich heritage with brands that have been in existence for many years. Since our inception in 2008, Educor has evolved into an education giant offering face-to-face, distance and online learning. Our face to face brands include Damelin, CityVarsity, ICESA and Central Technical College. Distance brands include INTEC College, Damelin Correspondence College (DCC) and our higher-education distance brand, Lyceum.
Job Functions Accounting,Administration,Advertising,Business Development,Call Centre,Client Services,Communications,Data Management,Sales,Strategic Communication,Training
Industries Call Centre & Helpdesk,Higher & Tertiary Education
Main Purpose of the Job:
The role Customer Care Team Leader specialises Customer Service.

Key Performance Areas:
1. Manage service schedules and tasks
2. Answer team questions and provides advice
3. Mission statement
4. Objectives
5. Personally, resolve customer interactions and problems
6. Escalations reviewed and resolved
7. Evaluate Team Member Performance
8. Continuous improvement of processes and methods
9. Report on Customer Service Performance
10. Budget Tracking
Requirements Listing:
1.Service day-to-day operations in the customer services department
2.Coordinate customer care objectives and activities to encompass other departments, such as sales, academics, and marketing by inclusively managing (or have a stake in) each service channel and how that functions from a procedural and technical perspective. In short, coordinate and standardise Customer Care across departments under the umbrella curation of Operations Management
3.Respond to customers in a timely manner
4.Create effective customer services procedures, policies, and standards
5.Develop customer satisfaction goals and coordinate them with the team that these are met on a steady basis
6.Maintain accurate records and document all customer services activities and decisions
7.Assess service statistics and prepare detailed reports with findings
8.Hire and train new customer services agents
9.Manage the approved budget
10.Be informed and advise on the latest industry techniques and methods

Competencies Listing:
1.Proven work experience in customer services, preferably in education and student management
2.Experience with problem resolution frameworks, particularly Kepner Tregoe or related methods and techniques
3.Excellent command of the English language, both spoken and written, isiZulu and isiXhosa are added benefits.
4.Customer service ambassador with strong administrative skills
5.Ability to think strategically and to lead
6.Excellent knowledge of management methods and techniques
Job Closing Date 26/05/2020
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Last Updated: 30-7-2020 []
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