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.