Sales&Service Centre Team Leader, Germiston

PURPOSE OF JOB Responsible for overseeing that the sales and service center meets the established standards of quality, service and SLA levels on all inbound interactions.

MINIMUM REQUIREMENTS/QUALIFICATIONS AND EXPERIENCE

matric certificate

tyre industry experience of 12 months essential

quality assurance experience in a sales and service center environment of 12 months essential

intermediate Microsoft office skills

a natural aptitude for mathematics and statistics

attention to detail

problem solving abilities

excellent written and verbal communication skills and business acumen

customer centric attitude

negotiation skills

back office and billing systems knowledge is advantageous

willingness to adapt to an ever changing environment

copes well under pressure

good time keeping

fully competent on the below systems:

salesforce

sage evolution

mitel/ccmweb

call cabinet/atmos

Knowledge

Sales&Service Centre operational knowledge

Sales&Service Centre SOP’s

Customer SLA’s

IR&Labour Relations Policies

Policies&Procedures

Basic understanding of volume discount structures

Organogram&Business Process

Export requirements

Product knowledge

Skills

Customer service skills

Problem solving&trouble shooting skills

software skills (Salesforce, Sage, Telephonic system)

Conflict resolution skills (internal&external)

Coaching&corrective management skills

Time management skills

Basic budgetary and asset management skills

Relationship Management

Leadership and Management skills

Sales&Service Centre operational skills

Presentation skills

Negotiating skills

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