Talksure is looking for a Customer Services Retentions Team leader.

The aim of this position is to manage and support a high performing Retentions team, ensuring service levels and customer experience is of a high standard. Manage and maintain retention rates and processes to improve same.

Job Description

  • Manage and support customer service retentions team to handle client retention and promote upsell /cross sell within the retention process.
  • Oversee day-to-day operations and ensure completion within SLA
  • To ensure that your team members always adhere to industry regulations and legislation by monitoring individual performance with support from QA and Compliance.
  • Build relationships with other business units and key individuals, to improve your teams objective delivery.
  • Allocate tasks effectively to ensure SLA's are met
  • Ensure high levels of customer experience maintained; ensure delivery of performance and business metrics.
  • Encourage open communication between yourself and your individual team members through constant interaction.
  • Offer advice and support to agents in servicing and retaining clients.
  • Develop set of individual and team KPI’s to contribute to department and organisation objectives.
  • Develop a team culture to ensure that customer experience is always at the forefront of all engagements.
  • Manage individual customer service retention agents work performance by identifying the development needs and provide required skillset to improve work performance through ongoing coaching, counselling and guidance.
  • Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job.
  • Always ensure a harmonious work environment by practicing a consistent and fair approach in the treatment of staff.
  • Motivate team and individuals to strive for success.
  • Improve your knowledge of Labor related policies and procedures to support your engagement with your staff members.
  • Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate disciplinary hearings.
  • Monitor team and individual KPIs at all times, and implement key interventions to ensure that production output is met.
  • Manage customer service queries, complaints and cost efficiencies.
  • Report and Feedback
    Minimum Requirements
  • Matric required.
  • Must have a minimum of 1 year team leader experience.
  • RE5 and Fais advantageous
  • Sales driven leadership.
  • Proficient in MS office
  • Ability to act as a financial service representative