Overview
Client Service Team Leader Jobs in Cape Town, South Africa at MVIA
MVIA is seeking a dynamic and experienced Client Service Team Leader to oversee the client service team and ensure the delivery of exceptional support to our policyholders. This role plays a vital part in maintaining customer satisfaction, driving service excellence, and supporting the daily operations of the team. A strong understanding of the motor insurance industry and a passion for delivering outstanding customer experiences are essential to succeed in this position.
Key Responsibilities:
- Oversee the daily operations of the customer care team
- Manage and coordinate the inbound customer communication channels, including email workflows, ensuring prompt responses and efficient task delegation
- Assign and distribute tasks to team members, ensuring timely resolution of inquiries
- Oversee junior agents to ensure they remain compliant and adhere to company policy and procedures
- Ensure all records and team admin, is compiled and up to date
- Handle complex inquiries and resolve escalated complaints effectively
- Train staff and facilitate continuous learning to enhance knowledge and skills
- Compile and analyse reports on customer service performance and key metrics with the Customer Care Manager
- Collaborate with other relevant departments and stakeholders for a seamless customer experience
- Ensure compliance with regulatory requirements, including the FAIS Act, PPR, and CP
Key
Skills:
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Problem-solving and conflict resolution skills
- Analytical and report-writing capabilities
- Ability to manage multiple priorities under pressure
Key Performance Indicators (KPIs):
- Compliance with regulatory standards including internal audit scores
- Team productivity and performance metrics
Title: Client Service Team Leader
Company: MVIA
Location: Cape Town, South Africa
Category: