Team Lead: Customer Support

An exciting opportunity is available for a Customer Support Team Lead to join Mukuru's World Class Contact Centre based in Cape Town.

The purpose of this role is to maximise the productivity and performance of the assigned Customer Support team, ensuring the efficient running of the team and delivery of world class customer service.

This position is responsible for supervising the day to day functioning of the Support team. The Support Consultants report to this position, supporting the staff with escalated customer complaints and queries. The successful candidate will monitor staff performance, conduct weekly staff information sessions, and coach staff when required.

Internal Liaison takes place with the Customer Support Teams, Digital Support Team, Payment Relations and VAS Teams. External liaison takes place with all external clients contacting the Customer Support department.

Duties and Responsibilities (Include but is not limited to):

• Improve and maintain customer service excellence by reducing complaints
• Resolve escalated client complaints efficiently and timeously
• Resolve escalated client queries
• Communicate openly and effectively with team
• Provide support/advice to the Support Consultants
• Ensure the support and customer support equipment is working effectively
• Check phones, internet connections and equipment to ensure it is in working order and at the required speed
• Hold staff briefing sessions if anything is not working correctly
• Ensure customer support lines are working (MTN, Vodacom and Cell C) through conducting regular test calls throughout the day
• Compile and submit weekly and monthly reports
• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI's etc.)
• Analyse the reports in order to make recommendation for improvements
• Monitor customer support systems
• Uphold the company brand
• Provide professional customer service at all times
• Maintain knowledge of all company products
• Perform general people management functions
• Perform onboarding for new staff members and monitor their performance during their probation period
• Coach and mentor direct reports
• Monitor team performance and provide guidance
• Action required HR processes for team
• Conduct performance management functions to ensure effective running of the customer support department
• Monitor individual team members performance and targets
• Listen in on calls to assess the quality of the service
• Ensure all staff attend required training courses for new products

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (Desirable)
• Mukuru training course
• Excellent English communication skills (Essential)
• 3 – 5 years' experience in Team Leader, Supervisory role (Essential)
• 1-3 years' Customer Support experience (Essential)
• Experience in working and managing people (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of remote work principals

Additional Skills:

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Communication skills
• People Management skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like' environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS