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About the Organisation
SADV is a leading Internet Service Provider (ISP) committed to delivering reliable, high-quality connectivity and exceptional customer support. The company differentiates itself in the market through exceptional customer service standards, innovative solutions, and a customer-first approach that ensures long-term client satisfaction.
Customer Care Team Leader job at SADV | Apply Now
Johannesburg North, Randburg, South Africa
Are you looking for Management jobs in South Africa 2025 today? then you might be interested in Customer Care Team Leader job at SADV
Full Time
Deadline:
30 Jul 2025
Job Title
Customer Care Team Leader job at SADV
SADV
Job Description
The Customer Care Team Leader will be responsible for the day-to-day management of a team of customer service agents. The role involves direct supervision, team performance monitoring, handling escalations, training support, KPI reporting, and ensuring policy compliance. This role is key in driving customer satisfaction and aligning team operations with organizational goals. The ideal candidate will possess strong leadership skills, a service-oriented mindset, and the ability to collaborate across departments for holistic customer care improvements.
How to Apply
Duties, Roles and Responsibilities
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Lead, mentor, and manage a team of customer service agents
Monitor daily operations and ensure adherence to policies and procedures
Conduct performance evaluations and give feedback to team members
Oversee onboarding and training of new staff
Track team KPIs and prepare reports for the Customer Care Manager
Identify and address performance gaps with appropriate action plans
Schedule shifts, manage resources, and review overtime claims
Handle escalated inquiries and ensure effective resolution of customer complaints
Collaborate with team leaders and cross-functional departments to enhance service delivery
Implement customer service training programs and update team on best practices
Analyze team-specific customer feedback and suggest improvements
Ensure efficient use of CRM and service tools
Resolve technical and process-related issues affecting team output
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Minimum Qualifications:
Call Centre Management Diploma (advantageous)
Experience:
At least 5 years in customer service or call center management
Previous experience managing service agents
Experience working in a service-oriented environment
Familiarity with customer service information systems
Proven ability to manage operations end-to-end
Prior engagement with diverse stakeholders (advantageous)
Core Competencies:
Strong leadership and people management skills
Excellent problem-solving and conflict-resolution abilities
Ability to work under pressure and multitask
Effective communication and interpersonal skills
Analytical thinking and attention to detail
Commitment to continuous improvement
