Team Leader, Customer Service at Standard Bank

We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Zanzibar 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

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)