Aldelia is recruiting a Team Leader for Tete.
Responsibilities:
- You will be responsible for managing and reporting absences, delays and attendances on a daily basis in order to guarantee the required service levels.
- Ensuring and guaranteeing that the company’s procedures and values are adhered to.
- Reporting any changes in the entry, exit and movement of agents to Retail Ops in good time in order to ensure that the process of hiring or replacing them is short.
- Promoting and raising the team’s awareness of fraud and its consequences in order to avoid them.
- Ensuring the good presentation of the shop and the VM’s image (presentable counters, mobile phone displays, branding, etc.) and reporting any constraints that affect normal shop functionality, service or customer experience.) and report any constraints that affect normal shop functionality, service or customer experience.
- Ensure that all complaints are dealt with in accordance with the SLA.
- Ensuring that all complaints are escalated and resolved in accordance with the SLA.
- Ensuring that agents have all the necessary applications for customer service.
- Ensuring that processes and procedures are aligned within the team.
- Carrying out daily/weekly agent appraisals.
- Holding regular feedback sessions (daily or weekly) with agents on performance.
- Suggesting retail improvements (at least 1 per half year).
- Preparing and sending shop performance reports (weekly and monthly) to Retail Ops.
Qualifications:
- High School (Grade 12) or equivalent.
- Minimum 1 year experience in customer service.
- Excellent computer skills.
- Mastery of all Customer Care applications (Apex, Remedy, Voda-POP).
- Fluent in Portuguese and English (written and spoken).
- Excellent problem-solving skills.
- Must be able to work under pressure.
- Must be able to work in a team.
- Must be very responsible in order to answer all your questions.
- Must be friendly and understanding.
- Customer and results oriented.
- Proactive and autonomous.
- Excellent analytical, planning and organisational skills.
- Very good communication and relationship skills.
- Stress-resistant.
Candidatura:
Candidatar-se no site da empresaApplication deadline: 25 April 2025
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