Location: Johannesburg
DESCRIPTION
Our client, an established direct selling company, is looking for an experienced and creative digital professional to lead a team of digital agents who are part of the company’s contact center. The Team Leader will lead a team that will work in an omnichannel environment whose main function is to improve the customer experience and improve the company’s online presence.
RESPONSIBILITIES
This role is for reactive content (replying to messages) and not for proactive / outgoing content.
The management of a team of Digital Agents and the implementation of the digital communication strategy in the company
Review, manage, and be accountable for all digital content responses produced by the team.
Build a high-performing team that is open to learning and up-to-date with social media trends.
Help the digital team to immediately escalate all technical challenges and ensure that the team, customers and the company are not affected
Encourage the team to be versatile so that it works in any environment within the Contact Center and reaches the desired levels of competence.
Produce reports based on listening to social media
Collect, manage, coordinate, analyze and interpret the reports of the Digital Team
Effective implementation of incentives that will drive improved and sustained team performance.
Great interpersonal communication skills and excellent
Recruitment, team motivation, coaching, training and development of teams to operate at an optimal level
REQUIREMENTS
Grade 12
Minimum of 3-5 years of experience in digital customer service (email, social media, online chat)
Further studies in social media studies and / or consumer behavior studies, marketing and business management
Excellent knowledge of all digital platforms, as well as the best practices and behaviors of social networks.
Considerable experience in customer research
People management skills are a prerequisite
Analytical and critical skills, problem solving, negotiation and conflict resolution.
Good time management skills.
HOW TO APPLY
Email your CV to emmah@nticesearch.com
