Team Leader, Customer Service at Standard Bank Tanzania
Team Leader, Customer Service
Standard Bank Tanzania
Geita
We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Geita branch. As a Team Leader, you will play a crucial role in guiding and motivating our customer service team to deliver exceptional support to our valued clients.
Lead and supervise a customer service consultant(s), ensuring high-quality service delivery and customer satisfaction
Develop and implement customer service strategies and processes to enhance overall performance
Monitor team performance, provide constructive feedback, and conduct regular coaching sessions
Handle escalated customer issues and complaints, finding effective solutions
Collaborate with other departments to address customer concerns and improve service quality
Analyze customer service metrics and prepare reports for upper management
Identify training needs and organize skill development programs for team members
Ensure adherence to bank policies, procedures, and service standards
Foster a positive and motivating work environment that promotes teamwork and continuous improvement
Qualifications
- 3-5 years of customer service experience, with 1-2 years in a leadership or supervisory role
- Strong leadership and team management skills, with the ability to motivate and inspire others
- Excellent communication and interpersonal skills, both verbal and written
- Proven problem-solving abilities and decisive decision-making skills
- Proficiency in customer service software and CRM systems
- Strong time management and organizational skills
- Customer-focused mindset with a deep understanding of customer service best practices
- Bachelor’s degree in Business Administration, Communications, or related field (preferred)
- Customer service certifications are a plus
- Ability to work in a fast-paced environment and adapt to changing priorities
Additional Information
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Challenging Ideas
- Convincing People
- Directing People
- Exploring Possibilities
- Following Procedures
- Generating Ideas
- Making Decisions
- Producing Output
- Providing Insights
- Understanding People
Technical Competencies:
- Application & Submission Verification (Consumer Banking)
- Banking Process & Procedures
- Customer Acceptance & Review (Consumer Banking)
- Customer Understanding ( Consumer Banking)
- Processing
- Product Knowledge (Consumer Banking)
Team Leader, Customer Service at Standard Bank Tanzania
How to Apply:
Please follow the link provided below.
