We are seeking a dynamic and customer-focused Team Leader, Customer Service at our Zanzibar 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 satisfactionDevelop and implement customer service strategies and processes to enhance overall performanceMonitor team performance, provide constructive feedback, and conduct regular coaching sessionsHandle escalated customer issues and complaints, finding effective solutionsCollaborate with other departments to address customer concerns and improve service qualityAnalyze customer service metrics and prepare reports for upper managementIdentify training needs and organize skill development programs for team membersEnsure adherence to bank policies, procedures, and service standardsFoster a positive and motivating work environment that promotes teamwork and continuous improvement