Product Support Supervisor
Listing reference: track_000748
Listing status: Under Review
Apply by: 21 April 2022
Position summary
Industry: Telecommunication Services
Job category: IT and Telecommunications
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Tracker requires the services of a Supervisor in the Customer Experience ( Product Support) Department at Tracker Head office, based in Johannesburg.
We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.
Job description
Responsibilities:
1. Customer Service Delivery
•Handling of escalated customer complaints
•Investigate all customer complaints,
•Provide feedback to clients on complaints received
•Analyse route cause of all complaints
•Implement preventative measures to avoid re-occurrence
•Monitor Aspect stats
•Monitor quality of calls, update procedures to continuously uplift standards
2. Ensure daily stats are met
•AB Rate
•SL (98%)
•Health Checks (New cases, History cases)
•Opening of SR’s
•IEvolve and VAX’s
3. Manage turnaround times as per department SOP’s
•Ensure that staff are available to assist customers
•Ensure quality & accuracy of data capturing & voice calls
•Identify and document process gaps with the help of the Skills Coach.
•Constantly ensuring that the SOP is valid and creating more white space
4. People Management
•Staff availability
•Staff Development
•General HR Processes
•Incentive Program – Reward & Recognition
•Monitor call quality with the help of the QA Coach.
•Monitors leave applications of agents
5. Optimal functioning of Operations
•Completeness of system capturing
•Monitoring of system availabilities
•Monitoring of customer requests & deliverables
•Monitoring & managing all functions within agreed timeframes
•Monitoring & managing of inboxes/vax’s against agreed timeframes
Minimum requirements
Experience/Skills/Knowledge
·Matric
·2-4 years Supervisory experience in customer service.
·Broad understanding of vehicle tracking and GSM technology.
·Broad knowledge and understanding of Tracker Systems (CRM, TEMS, TMS.)
·Coaching
·Performance Management
·Disciplinary processes
Benefits: Medical aid, Provident fund
Please note, if you are not contacted within 4 weeks consider your application unsuccessful