Team Leader, Customer Service
2025-05-27T09:21:18+00:00
Standard Bank
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FULL_TIME
Geita
Geita
00000
Tanzania
Banking
Customer Service
2025-06-09T17:00:00+00:00
Tanzania
8
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.
- Identify cross selling and migration opportunities and sell solutions proactively
- Open personal accounts according to laid-down instructions, paying particular attention to KYC requirements.
- Lead the service team in meeting their leads targets against budget (i.e. provide product knowledge, coach to develop selling skills)
- Support bank sales activations as required.
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)
- Sales and Lead conversion (Consumer Banking)
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. Identify cross selling and migration opportunities and sell solutions proactively Open personal accounts according to laid-down instructions, paying particular attention to KYC requirements. Lead the service team in meeting their leads targets against budget (i.e. provide product knowledge, coach to develop selling skills) Support bank sales activations as required.
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
JOB-6835840e428d5
Vacancy title:
Team Leader, Customer Service
[Type: FULL_TIME, Industry: Banking, Category: Customer Service]
Jobs at:
Standard Bank
Deadline of this Job:
Monday, June 9 2025
Duty Station:
Geita | Geita | Tanzania
Summary
Date Posted: Tuesday, May 27 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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.
- Identify cross selling and migration opportunities and sell solutions proactively
- Open personal accounts according to laid-down instructions, paying particular attention to KYC requirements.
- Lead the service team in meeting their leads targets against budget (i.e. provide product knowledge, coach to develop selling skills)
- Support bank sales activations as required.
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
Behavioral 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)
- Sales and Lead conversion (Consumer Banking)
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested and qualified? click here to apply
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