Job title : Supervisor - Customer Service
Job Location : Western Cape, Cape Town
Deadline : December 14, 2024
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Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Manage all Call Centre activities Track and document productivity and results Identify gaps and adjust processes appropriately Listen to calls and coach and train team Troubleshoot any technical issues on the Call Centre applications Research new technology for the Call Centre as well as Call Centre methodologies Supervise, guides and leads the Customer Services Consultants Coach, counsel and develop the team including implementation of Performance Management (PM) Scorecard and performance agreements Manage day-to-day operations, scheduling and service quality Handle complaint management, take escalated calls, and escalate calls as needed Promote employee satisfaction and group morale Implement individual and team reward and recognition programs Coordinate and facilitate individual and team communication Identify requirements for performance support to ensure that the agents have access to critical information and systems to facilitate the fast and accurate resolution of customers' issues Evaluate various customers' feedback for improvements to processes Participate in recruiting/hiring design and implementation Implement and manage quality assurance programs Active participant of the Service Center Leadership Team
Professional Qualification and Certifications: Diploma in Sales and Marketing or Business administration or Business Management or equivalent is Essential would be advantageous Degree in Business management or sales and marketing or equivalent would be advantageous SAP knowledge and experience essential Advance knowledge and experience in Call Centre operations and Samwin IT technology Matric essential
Work Experience: 3 to 5 years Call Centre exposure, with some of this in a senior or supervisory role
Knowledge and skills: Leadership Skills: Decisiveness Integrity Relationship building and Team building Problem-solving Dependability Ability to teach and mentor Excellent organization, ability to deal with multi-tasking and work in a dynamic environment Time management skills Demonstrate customer relationship building and management skills Able to demonstrate a continuous improvement mind-set Strong customer service ethic and ability to understand, meet and champion customer's needs, while adhering to Astron Energy's policies and procedures. Excellent verbal and written communicating skills Computer skills – proficient with Microsoft word and Excel Experience with common Call Centre technology Understand the Call Centre architecture Familiar with all of the channels of communication within the Call Centre Ability to coach, train and motivate employees and evaluate their performance Proficiency with technology, especially software applications and phone systems Analytical, efficient and thorough
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