Customer Service Team Leader
Cape Town, Western Cape
Posted 19 April 2018

Job Details

Job Description

Spree is looking for an assertive individual who is passionate about customer service to join their Customer Service team. The Team Leader will be responsible for managing the teams effectively within customer service by ensuring they deliver a service to customers in accordance with customers’ requirements and the company’s objectives and standards.

Key responsibilities:

  • Manage the performance of customer service agents, based on the required number of calls, quality of requests logged and resolved, as well as escalated 
  • Manage daily operational tasks i.e. unresolved queries, escalations and monitoring of all stats received
  • Manage the various campaigns and teams within the prescribed standards of customer service to reach set targets
  • Effectively forecast and deliver on renewal and acquisition campaigns initiated
  • Ensure effective communication between internal and external customers
  • Maintain and administer the customer service system
  • Collate and report on statistics on customer service performance to assess the performance of the customer service
  • Provide accurate analysis and reporting monthly, i.e. call statistics, customer queries and products sold
  • Ensure all customer service agents comply with policies and procedures
  • Continuously monitor statistics to track and optimise the performance of the customer service agents as well as the customer service centre as a whole

Skills and competencies:

  • Excellent interpersonal skills
  • Excellent verbal communication skills
  • Excellent written communication skills
  • Customer focus
  • High attention to detail
  • Pressure resilience
  • Leaderships skills
  • Teamwork
  • Analytical thinking


Minimum requirements:
  • Matric Certificate
  • National Certificate/Diploma in Contact Centre Management, or similar qualification (preferred)
  • 3 years in customer service operations, with at least 2 years as a team leader in a similar environment
  • Knowledge of customer services and financial administration principles
  • Proficiency in relevant software packages and applications

Closing Date: 23 April 2018

Given the employment equity policy of Media24, preference will be given to suitable candidates from the designated groups.

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