Customer Service Supervisor

TRACKER requires the services of a Supervisor: Customer Services based at our Middelburg office. This position requires a candidate who can deliver a differential customer service to all customers and ensure the Customer Service team is able to deliver the goals set to achieve the strategic objectives set for the region. The individual will be required to liaise with Brokers, Dealers, Corporate Clients, Direct Clients, and all sales teams across the business.Responsibilities:Improve on the customer experienceProvide timeous feedback to all internal and external customers regarding the progress of any queries.Ensure resolution of customer queries, to the satisfaction of the client.Provide a service within the area as well as to other departments/areas/staff within Tracker.Provide Sales Support to the Sales Teams as well as support to the Technical Department.Supervise the customer service teamsUtilise staff effectively to deliver optimal customer service to all customers.Ensure team is motivated.Conduct KPA's on a quarterly basis.Ensure training and development is implemented in line with team requirements and PDP results.Manage the OPEX budget for the area officeMonitor expenses within the area.Manage petty cash and petty cash claims.Manage all PO's for the area.Fulfil an Administration functionRecord minutes at meetings.Compile regional reports and submit to the Customer Service Manager.Maintain area records and statistics on Qlikview.Maintain scheduling efficiencies within the areaManage scheduling efficiencies in the area, by ensuring that all technicians are scheduled effectively.Monitor outsourced fitment centre fees.Minimum Requirements:Matric and at least 3 years experience in a team leader or Supervisory role.Experience in a CRM role is compulsory.Knowledge of Tracker products & Systems.Experience in monitoring department/office budgets would be preferable.Above average interpersonal skills.Ability to work independently and in a highly pressurised environment.Computer Literacy (MS Office, MS Outlook), with emphasis on proficiency in Excel.
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