Call Centre Team Leader

The Call Centre Team Leader will make outbound calls to customers, achieve daily and monthly KPIs related to call quality and handle customer complaints with empathy.

This position is based in Bloemfontein, Free State. The workplace is professional, friendly, and geared towards high performance. Integrity, teamwork, and a customer-first mindset are at the core of how the team works. There is real scope for growth and skills development for the right person. Send your CV through today and take the first step towards this opportunity.

• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.