Call Centre Team Leader

The Call Centre Team Leader will make outbound calls to customers, escalate unresolved or complex queries to the appropriate department or senior team and handle customer complaints with empathy.

You will be based at the Umhlanga operation in KwaZulu-Natal. Honesty, reliability, and common sense go a long way in this team. Career progression is actively supported for those who show initiative. If you meet the requirements below, we encourage you to apply today.

• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• 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.

• 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.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.