JOB SUMMARY: As a Customer Support Manager, you will play a pivotal role managing the daily operations of the department, by providing leadership and guidance to the team ensuring a seamless and courteous management of all customer communication and engagements resulting in customer loyalty and satisfaction.
In addition to overseeing the departments communication channels, the customer support department takes on the crucial responsibility of supervising the KYC (Know Your Customer) processes, you will play a key role implementing efficient processes, and to continuously improve service delivery. This involves obtaining and validating customer documentation to guarantee that all customers possess the necessary documentation for trading on the platform. Furthermore, the department will be tasked with addressing customer concerns, answering queries, and orchestrating a cohesive and gratifying customer experience.
The position of Customer Support Manager necessitates a customer – centric, dedicated, proactive, and driven professional. Effective managing and listening skills, coupled with exceptional communication, relationship-building, and problem-solving abilities, are paramount in this role. Your passion for people will be instrumental in not only leading the team but also in cultivating a customer-centric ethos throughout the support department.
KEY RESPONSIBILITIES: Team Leadership: Lead, motivate, and mentor a team of customer support agents and team leaders by setting performance goals, conducing regular performance reviews ensuring that all team members meet and exceed targets by promptly responding to customer enquiries across various channels (phone, email, chat, social media) with utmost courtesy and professionalism ensuring that all customer concerns, issues, and procedures are effectively addressed and resolved on the first contact.
Continuous Improvement Initiatives: lead efforts to identify trends in customer inquiries and suggest improvements to products, services, or processes based on customer feedback.
Customer Service Excellence: drive the customer support team to meet and exceed customer satisfaction and quality assurance goals by developing and implementing customer service standards to ensure high-quality support is provided by monitoring customer interactions to ensure consistency and adherence to company policies, regulations, and industry standards cultivating positive customer relationships by displaying empathy, patience, and professionalism.
Communication and Collaboration: foster a culture of collaboration among customer support agents and team leaders by collaborating with internal and external departments, including Sales, Retentions, Marketing, QC, Compliance and Client Relations, to ensure a seamless customer experience to effectively communicate with customers, leading efforts to identify trends in customer inquiries, suggesting improvements, addressing inquiries, investigating, and resolving issues in a timely manner.
Process Improvement: evaluate existing customer support processes by identify opportunities for improvement, implementing effective and efficient processes to streamline customer support first time resolution and enhance the overall customer experience.
Documentation Management: ensure that accurate documentation of customer interactions, queries, concerns, and resolutions are documented within the company's CRM system and compiling data on common customer enquiries and feedback to contribute to the development of knowledge base articles and FAQs.
Data analysis: Utilize data and analytics to identify trends, customer feedback, and areas for improvement by providing regular reports on key performance indicators and customer satisfaction metrics.
Advanced Problem Solving: by investigating and analysing complex customer challenges, identifying root causes, and recommending appropriate solutions. Escalate unresolved or intricate issues to relevant departments, while maintaining ownership and collaborating with cross-functional teams for swift resolution.
Product Knowledge Mastery: ensure the team maintains a comprehensive understanding of the company's products, services, features, and updates and provide expert-level information to customers.
Training and Development: conduct regular training sessions to enhance the skills and knowledge of the customer support team, lead training sessions contribute to ongoing professional development to enhance skills and knowledge across the team by staying informed about industry trends and customer support best practices.
5 years of proven experience as a customer support manager in the online trading industry and/or a high-performance financial/insurance sales contact centre. Bilingual Proficiency: Strong verbal and written communication skills in both English and Afrikaans. Problem-Solving and Critical Thinking: Demonstrated excellence in problem-solving and critical-thinking abilities. Customer-Centric Mindset: display patience, empathy, and a strong customer-focused mindset. Software Proficiency: familiarity with customer support software systems and proficiency in using ticketing tools. Time Management Skills: ability to effectively manage time and handle multiple tasks simultaneously. Technical Aptitude: possess technical aptitude to understand and troubleshoot product-related issues. Adaptability to High-Performing Environments: proven ability to thrive in a fast-paced, high-performing team and environment. Adaptability to Growth: demonstrated ability to adapt to a dynamic and growing environment. Resilience: resilience in the face of challenges. Organizational Proficiency: strong organizational skills and meticulous attention to detail. 100% contributions towards medical aid with discovery
Group risk benefits
Gym membership
Parking
Breakfast snack, lunch and refreshments
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