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4 Dec 2024

Team Leader, Customer Service at Standard Bank

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Job Description

Job Description

We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Geita branch. As a Team Leader, you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.

  • Lead and supervise a customer service consultant(s), ensuring high-quality service delivery and customer satisfaction
  • Develop and implement customer service strategies and processes to enhance overall performance
  • Monitor team performance, provide constructive feedback, and conduct regular coaching sessions
  • Handle escalated customer issues and complaints, finding effective solutions
  • Collaborate with other departments to address customer concerns and improve service quality
  • Analyze customer service metrics and prepare reports for upper management
  • Identify training needs and organize skill development programs for team members
  • Ensure adherence to bank policies, procedures, and service standards
  • Foster a positive and motivating work environment that promotes teamwork and continuous improvement
Qualifications
  • 3-5 years of customer service experience, with 1-2 years in a leadership or supervisory role
  • Strong leadership and team management skills, with the ability to motivate and inspire others
  • Excellent communication and interpersonal skills, both verbal and written
  • Proven problem-solving abilities and decisive decision-making skills
  • Proficiency in customer service software and CRM systems
  • Strong time management and organizational skills
  • Customer-focused mindset with a deep understanding of customer service best practices
  • Bachelor’s degree in Business Administration, Communications, or related field (preferred)
  • Customer service certifications are a plus
  • Ability to work in a fast-paced environment and adapt to changing priorities
Additional Information

Behavioural Competencies:

  • Adopting Practical Approaches
  • Articulating Information
  • Challenging Ideas
  • Convincing People
  • Directing People
  • Exploring Possibilities
  • Following Procedures
  • Generating Ideas
  • Making Decisions
  • Producing Output
  • Providing Insights
  • Understanding People

Technical Competencies:

  • Application & Submission Verification (Consumer Banking)
  • Banking Process & Procedures
  • Customer Acceptance & Review (Consumer Banking)
  • Customer Understanding ( Consumer Banking)
  • Processing
  • Product Knowledge (Consumer Banking)
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Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 12th December, 2024.


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