Dimension Data Customer Service Team Lead Jobs in South Africa

Dimension Data Customer Service Team Lead Jobs in South Africa


  • As a Customer Service Team Lead, you'll be responsible for handling all customer service enquiries and ensuring that our customers receive an exceptional level of service.

    Requirements

  • Ability to act as the de facto supervisor of a small team

  • Excellent communication skills.

  • Three to five years of technical support, customer service, and/or leadership experience.

  • Strong written and verbal communication skills.

  • Resolve inquiries on associate pay, benefits, company policies and other HR areas

  • Provide detailed documentation on each call using case management system

  • Actively listen to caller inquiry to ensure appropriate resolution

  • Utilize available resources (i.e. knowledgebase, HRMS system, company intranet) to determine the most accurate response to caller

  • Interpret policy and explain procedures

  • Coordinate with SME’s and escalate customer requirement and issues as per requirement.

  • Handle associate profile changes, i.e. address and tax changes, etc.

  • Fair knowledge of US Benefits Administrations, Verification of Employment (Labor and employee relations, regulatory compliance & employee engagement), Tax form administration, Rewards and recognitions.

  • Handle Hire to Retire queries on an ongoing basis.

  • Respond to escalated issues from associates, HR professionals, and HR managers.

  • Train and develop team members.

  • Provide both positive and negative feedback to team members.

  • Create developmental plans for each team member.

  • Recognize and reward quality performance and diversity.

  • Additional task as assigned.

  • Take measures of crisis management to control all effects that may arise from employee problems and complaints to avoid
    escalation.

  • Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective.

  • Review and remove bottlenecks hampering delivery of employee query service.

    Qualifications

  • Three years of experience in a customer service position; preferably in human resources or business administration with a strong background in customer service, sales and marketing management, process improvement, and/or employee relations.

  • Graduate in any stream (business or technical discipline preferred).

  • Administer effective frontline line desk assistance to Employees where inquiries are beyond the knowledge of the help desk team members.

  • Knowledge/understanding of Company policies across all business formats.

  • Excellent written and oral communication skills.

  • Problem solving ability.

  • Strong communication skills across various levels of the organization.

  • Detail oriented.

  • Strong analytical skills.

  • Ability to take escalation calls both inbound and outbound calls.

  • Results and deadline driven.

    How to Apply

  • For more information and job application details, see; Dimension Data Customer Service Team Lead Jobs in South Africa


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