Overview
Customer Excellence Night Shift Team Leader Jobs in Johannesburg, Gauteng, South Africa at YouFibre
Title: Customer Excellence Night Shift Team Leader
Company: YouFibre
Location: Johannesburg, Gauteng, South Africa
Department: Customer Services
Location: South Africa
Description
About Us
We’re not just the average broadband provider. We are fast, fair and changing the category for the better. Ground-breaking speeds up to 8000 Mbps, no mid-contract price rises, great deals for everyone. We do the right thing for our customers. We're a passionate team, driving for progress and our culture reflects it.
About the Role:
We’re all about creating seamless, human-centred experiences every time a customer reaches out. As our Customer Excellence Team Leader, you’ll be at the forefront of that mission, guiding and empowering your team to deliver consistently outstanding service across every touchpoint.
This role will ensure that we drive excellence in after-hours operations. Your leadership will ensure that customer queries are handled with care, speed, and precision always through the lens of “doing what we say we’ll do, when we say we’ll do it” and keeping the customer truly at the heart of everything we do.
About You:
You’re a natural people leader who’s passionate about customer experience and has a solid track record to prove it. You've walked the walk, working your way up from front-line support to leading high-performing teams and now you’re ready to inspire others to do the same.
What You’ll Be Doing:
- Championing the voice of the customer
- Leading, mentoring, and coaching a team of Customer Excellence Agents to deliver best-in-class support every single time.
- Ensuring a seamless 24/7/365 customer service experience via a rotating monthly night-shift roster.
- Managing fault resolution across multiple channels; call centre, email, chat, social media, and more.
- Managing planned and unplanned incidents end to end
- Embedding a First Contact Resolution approach as the standard for handling enquiries.
- Supporting agents with any queries they may have.
- Handling escalations from customers when the agent requires an escalation point.
- Handling contact via phone, chat, email and other channels in between your managerial duties.
- Monitoring and improving customer experience through consistent feedback loops.
- Engaging with team members to guide growth, engagement, and performance.
- Driving operational efficiency and effectiveness across the internal and external team.
- Measuring performance against clearly defined KPIs—and celebrating wins.
- Encouraging cross-functional collaboration to continually elevate the customer journey.
- Manage the performance of our outsourced partners and agents
What You Will Bring:
- Proven experience in a customer service team leader or second-tier support role, in a contact centre or face-to-face environment.
- Bring a partnership approach and mindset, to work with our external contact centre partners, to get the best outcomes for both parties, including SLA management, coaching and share best practices.
- Strong knowledge and experience of technical support and in-app chat customer interactions.
- A coaching-first mindset. Your team feels supported, challenged, and empowered under your guidance.
- An obsession with the customer journey, paired with the operational acumen to drive daily productivity to achieve expected results.
- Excellent communication skills, both written and verbal and the ability to connect with people at all levels.
- The ability to thrive in a fast-paced, ever-evolving environment – resilience is key!
- Experience with customer service ticketing systems, Odin, Microsoft Office suite, Teams, Telephony, Workforce management, and contact centre statistics/analytics.
Other Things to Know
- This is primarily a remote position, however, will be required to be in office from time to time.
- This is a night-shift position, so you must be willing to work nights. The exact times of your shift may vary and will typically follow a rotation pattern.
- This role is initially a 3 month fixed term contract
- Join us and be part of a team where your voice matters, your ideas drive change, and your leadership shapes the future of customer experience.
