Team Lead: Client Care Outbound

Salary Range

Market related

Brief Description

A client, who is an Insurance company, is looking for a young, vibrant and sales focused experienced Team Lead to join their dynamic team!

The successful incumbent will be required to contribute to the leadership of the Client Care team by mentoring representatives, monitoring and coaching performance, resolving escalated calls and providing advice and guidance to support achievement of department quality and productivity standards.

Job Description


  • Interact with clients and build relationships with them while ensuring their needs are being met
  • Ability to add value to existing client quotations by up selling products
  • Oversee a team of client care consultants and ensure they are providing an exceptional client experience
  • Mastermind creative ways to deliver an exceptional client experience
  • Develop and oversee the implementation of client service protocols
  • Resolve complex client problems or disputes in a professional manner
  • Coach and support team members to help them meet departmental goals
  • Keep records and documentation of client interactions for training purposes
  • Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
Minimum Skills And Competencies
  • Minimum of 2 years customer services experience both telephonically or face-to-face
  • Proven experience in a sales, or up-selling role
  • Proven experience in a leadership role is required
  • Excellent communication skills and the ability to anticipate the needs of customers
  • Should possess strong problem solving skills and the ability to make sound judgement calls
  • Superior organizational and time management skills
  • Ability to speak a second language is an asset
Requirements / Qualifications for Client Care Team Lead
  • Matric Certificate
  • RE5
  • Must have Knowledge and Proven Experience within the Short Term Insurance Industry
  • Proven performance in terms of meeting targets as a Senior Customer Care/Client Care Representative
  • Proven experience as a Manager/Team Lead
  • Must possess effective verbal and written communication skills
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)


East Rand

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