Job Brief:

The Team Lead – Customer Service (TLCS) is responsible for overseeing and supporting the Customer Service team to ensure efficient handling of inquiries, requests, and issue resolution. This role ensures adherence to company policies, service quality standards, and operational efficiency while mentoring and developing team members.

Key Responsibilities:

• Supervise daily customer service operations, ensuring inquiries, requests, and complaints are handled efficiently and in compliance with company policies
• Provides information on the Company’s products and services
• Handles incoming calls and mail information packages to customers, when necessary
• Monitors the company’s digital service channels and respond to customer queries through same
• Collects and processes Linx Payments as required
• Oversees issue/query escalation handling and resolution of complex customer issues
• Lead service quality audits, identifying gaps and implementing corrective actions
• Follows up with business prospects
• Makes preliminary assessment of prospective applicants
• Supervises the Customer Service Representatives, and Couriers
• Manage workload distribution among Customer Service Representatives (CSRs) to maintain productivity and Service Level Agreements (SLAs)
• Provides coaching and/or takes the appropriate corrective action highlighting training and development needs of the staff
• Conducts performance evaluation for team members
• Provides relief support to Customer Service Representatives
• Foster a culture of continuous improvement, customer-centricity, and teamwork
• Liaises with staff across the organisation to verify that approved customer experience practice is being implemented and adhered toTrack and analyze customer service performance metrics (e.g., response times, resolution rates, customer satisfaction scores)
• Prepare and present service performance reports to senior management, identifying trends and areas for improvement
• Monitor customer feedback and complaints to propose strategic service enhancements
• Maintain documentation of operational procedures, training materials, and compliance reports
• Assists with developing and implementing strategies to enhance customer experience and service efficiency
• Supports the development and implementation of customer service policies
• Collaborate with senior management to refine customer service policies, escalation protocols, and retention strategies

Minimum Qualifications and Experience:

•    Bachelor’s degree in Business Management, Finance or related field
•    3 years of experience in customer service, preferably within a financial institution, bank, or lending           company, of which, at least 1 year should be at a supervisory level

Knowledge, Skills and Abilities:

• Knowledge of Company’s products and services
• Knowledge of customer service operations
• Knowledge of sales, marketing, customer service, including business solicitation
• Excellent customer service skills and interpersonal skills
• Excellent telephone etiquette with a good command of English and clear speaking voice
• Ability to understand and act upon customers’ needs, concerns and priorities (internally & externally)
• Excellent organizational and time-management skills
• Good problem-solving and analytical skills
• Ability to adjust to multiple demands, shifting priorities and rapid change
• Excellent written and verbal communication skills
• Ability to work independently or with others as a team to promote and achieve organizational goals
• Excellent computer proficiency, with in-depth knowledge of Microsoft office suite of products
• Ability to work in a fast-paced environment which requires adaptable, results oriented individuals with attention to detail
• Ability to work under rigid timelines due to the high-pressure work environment
• Ability to work with potentially aggressive or hostile customers
• Ability to work extended hours
• Ability to sit for prolong periods with minimal walking or standing
• Ability to use a headset or similar audio and microphone equipment for prolong periods
• Ability to work in a normal office environment with requirements to work outside regular working hours
• Ability to work in a climate-controlled workplace usually set to a comfortable temperature