Team Leader : Customer Care

🗏Job Type

Full Time

Careers that Change Lives

Medtronic employs more than 85,000 staff worldwide, the global business generates about $18 billion in revenue.


The Team Leader will lead, coach, measure and develop Customer Care team members, to ensure efficient and on time service delivery according to established service level agreements. It is imperative to co-ordinate operational activities within the Customer care department group in order to create and maintain an efficient and effective organization.


A Day in the Life

Responsibilities may include the following and other duties may be assigned.

You will lead, coach, measure and develop customer care team members on day to day operations, pre- and post sales service to ensure they provide effective service delivery as well as supporting organizational objectives
You will monitor subordinate employee’s daily time and telephone management, and ensure policy and procedure compliance.

You will analyse and report defined key performance indicators to support performance management process
You will download, check and resolve daily reports relating to order management
You will ensure daily target are met and workload evenly distributed between all teams
You will manage performance reviews of subordinate employees
You will coordinate training requirements for new and existing employees as well as testing and integration of new business
You will be proactive and use initiative to identify areas of opportunity to improve communication, efficiency and operations and ultimately customer satisfaction
You will lead service improvement projects where necessary
You will highlight training requirements and/or process changes that affect departmental efficacies where necessary, revisit standard operating procedures and systems and implement more efficient ways of working as needed
You will conduct regular meetings with service providers, ie logistics, finance, etc
You will foster goods relations with customers and the relevant business units to provide value added service and support
You will ensure effective complaints handling, and resolution of requests on time
You will communicate proactively with all customers to resolve complex queries and system related issues
You will ensure administration of business related supplier websites within the expected service levels
You will manage overtime required by the team
You will manage leave for the team
Other managerial duties may be assigned on a discretionary basis as required by new developments and changes to the role


Must Have: Minimum Requirements

Matric
Computer skills, MS office, especially advanced MS Excel skills
5 years’ experience in a customer care or call center environment
Nice to Have

Previous exposure in a supervisory role will be beneficial
Higher tertiary qualification in Business Communication or Customer service is beneficial

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Medtronic Africa Pty Ltd is committed to Employment Equity therefore preference will be given to suitable candidates from designated groups


Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.


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