Process Lead - Customer Care

The Team Lead is expected to provide the Services and Deliverable(s) on behalf of NZP, as follows:

Primary Job Functions:

• Working cohesively as part of a team to manage the daily operational activities of the Customer Service Representatives including communication of key information and where required, providing a further escalation point for difficult customer queries to ensure customer centric solutions are provided.

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate an elevated level of professionalism and strong customer service orientation.
• Manage Call / Email Management databases with details on each customer call in accordance with client procedures.
• Outline any guidelines to customers in accordance with client procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escalate issues outside of service boundaries to Supervisor and/or Operations Manager.
• Take responsibility to ensure customers experience with NZP exceed expectations.
• Create a positive impression on NZP whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Operations Manager
• Improve the performance of the team by gathering meaningful insights, coaching, and managing when required to support the delivery of quality business outcomes. Deliver on personal targets and development objectives
• Experience in team management, specifically in call centre operations

Qualifications

• Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• Three years or more full-time call handling or email handling experience and handling teams.