Job Description

Role Summary
The Customer Service Team Leader at MetroFibre will be responsible for overseeing the sales and operational activities within the store. This role requires strong leadership skills, excellent organizational abilities, and the ability to effectively manage a team of Customer Service Consultants.
Responsibilities:

• Supervise and manage a team of Customer Service Consultants, providing guidance, support, and coaching to ensure their success.

• Oversee store operations, including opening and closing procedures, cash management (if applicable), and inventory control.
• Monitor and analyse sales performance, providing regular reports and recommendations for improvement.
• Develop and implement sales strategies and targets in collaboration with the sales team.
• Ensure that all customer inquiries and concerns are handled promptly and professionally, escalating issues as necessary.
• Maintain a high standard of customer service, ensuring that all customers receive a positive and memorable experience.
• Collaborate with other departments, such as technical support and marketing, to address customer needs and enhance overall operations.
• Conduct regular performance evaluations and provide constructive feedback to the team, identifying areas for improvement and implementing training programs as needed.
• Implement and enforce company policies, procedures, and guidelines to ensure compliance and operational efficiency.
• Coordinate with the Channels Sales Manager (Emerging Market) and other supervisors to ensure seamless integration of sales and operations activities.
• Foster a positive and inclusive team culture, promoting teamwork, collaboration, and employee engagement.

Qualification Requirements:

• Matric /Grade 12
• Post-matric qualifications in sales or customer service will be preferred.

Work Experience:

• Minimum 3 years' experience in a Senior Customer Consultant or Team Leader role, preferably within a Telecommunications / ICT industry

MetroFibre Networx is a carrier class Ethernet (CE 3.0) infrastructure company, that today provides highly managed fibre optic broadband connectivity in South Africa.
Our customers, made up of Internet Service Providers (ISPs), resellers, residential and business properties, and consumers are able to take advantage of an array of services to meet their needs. The MetroFibre services to businesses include: Dedicated Internet Access, High Speed Broadband Network Connectivity, Voice Over IP, IP transit, Layer 2 services, Data centre connectivity, enabling cloud connectivity and all of which is delivered on the back of a single MetroFibre Networx fibre Installation. Residential consumers services include Internet connectivity, VoIP and MetroFone App, MetroMesh Wi-Fi extender and Metro-I solution is available for Estates and complexes.

Skills Required