Lufthansa Group

Team Leader in Customer Service Center

Team leader

Assist in providing leadership and guidance to a team of Customer Service Consultants.


  • Location

    Cape Town

  • Employment level

    Leadership Level

  • Function

    Quality Management, Customer service

  • Working time

    Full time

  • Be accountable for the quantitative and qualitative performance of his/her team of CSC and Team Quality Specialists

People and Performance

  • Monitors CSC adherence with a view to ensuring time efficient and productive output
  • Complete team and individual Performance- and KPI reporting
  • Prepare and facilitate team meetings to ensure information sharing and communication flow
  • Coaching and Development
    • Provide formal and informal feedback to CSCs on their individual performance min. on a monthly basis
    • Recognize training needs and in conjunction with training personnel
    • Set up action plans to assist CSCs with the performance of their work tasks
  •  Customer Service
    • Respond to inbound calls from markets as required and assist with the monitoring of queues
    • Handle escalated customer contacts (including complaint calls and emails) and complete necessary reporting


Flight privileges, Development programs, Health Plan, Employee Assistance Program

Lufthansa InTouch

Assist in providing leadership and guidance to a team of Customer Service Consultants.

  • Outstanding communication and interpersonal skills
  • Strong people management skills
  • Strong empathy and sensitivity toward people issues


  • Strong problem solving skills
  • Proven ability to work under pressure in a fast paced environment
  • Excellent time management skills
  • Excellent attention to detail
  • Excellent analytical skills
  • Proactive approach to process improvement
  • Self-motivated approach to work
  • Reliable, flexible and adaptable to change
  • Strong commitment to privacy and confidentiality
    • Willing to work shifts, including night shifts
About Global Telesales (Pty) Ltd.

We help. We smile. We care. We are best at being in touch, be it with colleagues or customers. This is the essence of Lufthansa InTouch: We make someone’s day every day! Our headquarters are based in Berlin. With our network of 6 service centres in 6 different countries, we are the touchpoint between LH Group and their passengers. About 2000 Consultants offer over 200 services in more than 30 languages; they take care of all requests by passengers' flying with LH Group and ensure the highest service quality.
Lufthansa Group