Job Description
Frogfoot is in search of a Customer Service Team Leader to join the Customer Experience team.
Purpose of the Role
This role is perfect for someone who enjoys leading and supporting a customer service team to deliver high-quality support, consistently meet performance targets, and align with the company's overall goals.
The role acts as a key link between customer service representatives and management, ensuring smooth day-to-day operations and a positive customer experience.
Key Responsibilities
Team Management
Supervising Team Members: Oversee the daily activities of the customer service team, ensuring they meet performance targets and adhere to company policies.
Scheduling and Staffing: Create work schedules, manage time-off requests, and ensure adequate coverage during all shifts to maintain smooth operations.
Performance Monitoring: Regularly monitor and assess the performance of team members, providing constructive feedback and coaching to help them improve.
Customer Service Operations
Handling Escalations: Manage escalated customer issues, ensuring they are resolved quickly and to the customer's satisfaction.
Quality Assurance: Conduct regular quality checks on customer interactions to ensure that the team is maintaining high standards of service.
Process Improvement: Identify areas where customer service processes can be improved and implement changes to enhance efficiency and effectiveness.
Training and Development
Onboarding New Employees: Train new customer service representatives on company policies, procedures, and customer service best practices.
Ongoing Training: Provide ongoing training and development opportunities for team members to keep their skills up-to-date and aligned with company goals.
Coaching and Mentoring: Offer regular coaching and support to team members, helping them develop their skills and achieve their full potential.
Reporting and Analysis
Performance Reporting: Prepare and present regular reports on team performance, including key metrics such as call handling times, customer satisfaction scores, and resolution rates.
Data Analysis: Analyze performance data to identify trends, strengths, and areas for improvement, and use this information to drive decision-making.
Customer Feedback: Gather and analyze customer feedback to identify common issues and areas where service can be improved.
Customer Interaction
Direct Customer Support: Occasionally assist with handling customer inquiries, especially during peak times or when dealing with particularly complex issues.
Customer Relationship Management: Ensure that the team builds and maintains strong relationships with customers, fostering loyalty and repeat business.
Communication
Team Meetings: Organize and lead regular team meetings to discuss performance, share updates, and address any concerns or questions from team members.
Interdepartmental Communication: Liaise with other departments (e.g., sales, IT, product development) to ensure that customer service is aligned with overall company objectives and that customer issues are addressed holistically.
Policy Updates: Communicate any changes in company policies or procedures to the team and ensure they are understood and implemented.
Conflict Resolution
Team Disputes: Mediate conflicts within the team, ensuring that any disputes are resolved in a fair and timely manner.
Customer Complaints: Handle and resolve customer complaints, aiming to turn negative experiences into positive outcomes.
Resource Management
Tool and Resource Allocation: Ensure that team members have the tools and resources they need to perform their jobs effectively.
Compliance and Risk Management
Adherence to Regulations: Ensure that the team complies with all relevant laws, regulations, and company policies, particularly those related to data protection and privacy (e.g., GDPR).
Risk Identification and Mitigation: Identify potential risks in the customer service process and implement measures to mitigate them, ensuring the security and confidentiality of customer information.
Strategic Planning
Goal Setting: Set clear, measurable goals for the team that align with overall company objectives and develop strategies to achieve these goals.
Process Innovation: Propose and implement new strategies to improve customer service delivery and enhance the customer experience.
What You'll Need to Know
Customer Experience.
Fibre Network.
Being attentive when serving customers.
Being polite to customers and showing empathy.
Coping with threats or rudeness from customers/ISP.
Enquiring about customers' needs.
Skills That Will Help You Succeed
3-5 years' experience in a customer service or customer experience environment, preferably within telecommunications.
At least 1 - 2 years' in a leadership, team lead, or acting/senior role, managing or coaching frontline customer service staff.
Proven experience in managing escalations and difficult customers.
Working in a performance-driven environment with KPIS (CSAT, AHT, resolution times, productivity etc.)
Producing and interpreting performance reports and service metrics.
Exposure to Fibre network services or technical service delivery.
Cross-functional collaboration (IT, Sales, Operations, Network teams).
Understanding of Service levels, response times, and resolution targets.
Data protection and confidentiality requirements (POPIA/GDPR awareness).
Qualities We Value at Frogfoot
People-first attitude.
Problem-solving
Personal/professional ethics.
Persuasive speaking skills.