Supervisor: Customer Service - Job Details

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


Advertised Details
Job title: Supervisor: Customer Service
Reference code: CUST10067
Job category: Call Centre
Position status: Vacant
Min Salary (p/m): Market related
Position type: Permanent
Max Salary (p/m): Market related
City: Randburg
Description
Tracker has been South Africa’s leading vehicle tracking company since the 1990s. Tracker requires the services of a Supervisor in the Acquisitions Call Centre situated at the Tracker head office based in Johannesburg.

Key Roles & Responsibilities:

o Marketing of Tracker products and services to both existing and prospective clients
o Ensure that telephonic requests received within the Acquisition Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained
o Ensure that email requests (VAX) received within the Acquisitions Division are handled efficiently and service level agreements are maintained
o Manages all customer acquisitions activities and the daily running of the acquisitions call centre
o Increases customer satisfaction via process improvement initiatives
o Listening to calls to improve quality and minimise errors and track agent performance
o Reviewing the performance of staff and identifying training and development needs
o Collation and discussion of KPA’s and implementation of Performance Improvement Plans / Performance Development Plan’s where applicable
o Ensuring that the necessary disciplinary action is taken in accordance to the Company’s code of conduct
o 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
o Handling complex customer complaints
o Coaching, training, motivating and retaining staff
o Ensure an 85% conversion rate on lead to contract
o Manage department resources as required to support customer demands and business needs
o Be able to establish, build and maintain relationships with all Internal Departments and Management – up to executive level & external customer interaction
o Management of acquisition campaigns and selling of value added services
o Assist with any other tasks or duties assigned by the Manager
Skills Required
Qualifications and experience required:

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

Medical aid & Provident Fund

If you are not contacted within 4 weeks please consider your application unsuccessful.

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