Supervisor: Customer Service (Dealer Aquisitions) - Job Details

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Job in 'Customer Service' discipline and 'Call Centre' category

Advertised Details
Job title: Supervisor: Customer Service (Dealer Aquisitions)
Reference code: CUST10089
Job category: Call Centre
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Randburg
Tracker has been South Africa’s leading vehicle tracking company since the 1990s. Tracker requires the services of a Supervisor in the Dealer Acquisitions Call Centre situated at the Tracker head office based in Johannesburg.
Skills Required
Key Roles & Responsibilities:

• Marketing of Tracker products and services to both existing and prospective clients
• Ensure that telephonic requests received within the Acquisition Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
• Ensure that email requests (iEvolve) received within the Acquisitions Division are handled efficiently and service level agreements are maintained
• Manages all customer acquisitions activities and the daily running of the acquisitions call centre
• Increases customer satisfaction via process improvement initiatives
• Listening to calls to improve quality and minimise errors and track agent performance
• Reviewing the performance of staff and identifying training and development needs
• Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable
• Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct
• Recording stats, analyse trends and performance levels of the call centre in relation to the strategic objectives and sales targets and preparing reports on a daily / weekly and monthly basis
• Handling complex customer complaints
• Coaching, training, motivating and retaining staff
• Ensure an 85% conversion rate on lead to contract
• Manage department resources as required to support customer demands and business needs
• Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
• Management of acquisition campaigns and selling of value added services
• Ensure maximum usage of the Tracker portal by means of sustaining the 50% lead capture ratio loaded on this platform
• Ensure 100% return rate on all demo audits nationally and ensure all updates are done and updated audits sent out timeously
• Keeping the dealer data base clean
• Keeping our external business partners informed of any commission set changes
• Manages all demo activities including product support related activities
• Budgeting
• Recruitment
• Assist with any other tasks or duties assigned by the Manager

Qualifications and experience required:

• NQF level 5 or higher qualification or equivalent work history
• Call Centre supervisory/leadership experience for a minimum of 2 years
• Proficient skills in Microsoft Word and Excel
• Excellent written and verbal skills
• Previous experience in managing or working in a sales environment
• Familiarity with Industrial Relations, Customer Relations and General Management
Additional Requirements:

• High Execution capabilities
• Proactive; Hands on
• Analytical and data driven
• Fast adopter to change
• Customer-centric
• Creativity
• Good decision making skills
• Deadline management
• Teamwork, coaching and guiding
• Work accurately with high level of attention to detail

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

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