We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Geita branch. As a Team Leader, you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.
- Lead and supervise a customer service consultant(s), ensuring high-quality service delivery and customer satisfaction
- Develop and implement customer service strategies and processes to enhance overall performance
- Monitor team performance, provide constructive feedback, and conduct regular coaching sessions
- Handle escalated customer issues and complaints, finding effective solutions
- Collaborate with other departments to address customer concerns and improve service quality
- Analyze customer service metrics and prepare reports for upper management
- Identify training needs and organize skill development programs for team members
- Ensure adherence to bank policies, procedures, and service standards
- Foster a positive and motivating work environment that promotes teamwork and continuous improvement
Qualifications
- 3-5 years of customer service experience, with 1-2 years in a leadership or supervisory role
- Strong leadership and team management skills, with the ability to motivate and inspire others
- Excellent communication and interpersonal skills, both verbal and written
- Proven problem-solving abilities and decisive decision-making skills
- Proficiency in customer service software and CRM systems
- Strong time management and organizational skills
- Customer-focused mindset with a deep understanding of customer service best practices
- Bachelor’s degree in Business Administration, Communications, or related field (preferred)
- Customer service certifications are a plus
- Ability to work in a fast-paced environment and adapt to changing priorities
Additional Information
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Directing People
- Exploring Possibilities
- Following Procedures
- Generating Ideas
- Making Decisions
- Producing Output
- Providing Insights
- Understanding People
Technical Competencies:
- Application & Submission Verification (Consumer Banking)
- Banking Process & Procedures
- Customer Acceptance & Review (Consumer Banking)
- Customer Understanding ( Consumer Banking)
- Processing
- Product Knowledge (Consumer Banking)
