Overview
Assessment Role Team A Jobs in South Africa at Reef
Title: Assessment Role Team A
Company: Reef
Location: South Africa
Main Duties/Responsibilities
- Administrative Oversight
- Manage administrative tasks across the business, including fleet management, employment contract management, and document filing
- Team A Responsibilities
- Ensure efficient handling of out-of-scope cases and assessments, maintaining a strict turnaround time of two business days for returned assessments
- Educate and enforce compliance with out-of-scope policies
- Escalation Management
- Oversee the resolution of escalated cases, providing support to agents and technicians to ensure efficient and professional outcomes
- Performance and KPI Management
- Monitor and manage the KPIs for both Team A and Team B, ensuring grouping targets are met
- Continuously refine and improve strategies to maintain customer satisfaction and achieve results
- Customer Satisfaction
- Drive initiatives to enhance customer satisfaction, addressing any negative feedback or survey reviews
- Focus strongly on resolving and removing any one-star reviews through effective action plans
- Support Functions
- Provide assistance to dealerships and ensure their needs are addressed promptly
- Offer support to agents and technicians for case management and resolution
- Communication and Strategy Implementation
- Ensure the management strategy is consistently communicated, reiterated, and trained upon to achieve desired outcomes
- Optimize team calendars weekly to minimize lead times and improve efficiency
- Email and Database Management
- Oversee the upkeep and organization of the company's Gmail account
- Conduct monthly database cleansing and inspection with agents to ensure data integrity
- Reporting
- Consolidate and deliver comprehensive monthly reports on team performance, customer satisfaction, and case management
What We Expect
- Strong leadership and organizational skills to manage diverse responsibilities effectively
- A proactive approach to resolving challenges and maintaining high standards
- Excellent communication skills to train, guide, and enforce strategies within the team
- A results-oriented mindset with a focus on enhancing operational efficiency and customer satisfaction
- Attention to detail to ensure data integrity and accurate reporting
- Commitment to fostering a collaborative environment that supports team growth and success