Customer Service Supervisor- Rustenburg
Listing reference: track_000976
Listing status: Closed
Apply by: 16 March 2023
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Rustenburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
TRACKER requires the services of a Customer Service Supervisor based at our Rustenburg office. This position requires a candidate who can deliver excellent service and support to all customers and partners across key channels being Dealer, Broker and Business. The candidate will achieve this through supervising a team to deliver against the goals and strategic objectives set for the region.
Job description
Provide an exceptional customer experience
• Ensure all requests and queries sent to the vaxes are attended to within agreed SLA’s
• Provide timeous feedback to all internal and external customers and partners regarding the progress and resolution of all queries and requests
• Develop and encourage strong cohesion between CSR’s and the sales teams in support of excellent customer service
• Regular interaction with sales managers to ensure required support and service is being delivered
• Critically evaluate support processes across all channels on a regular basis to enhance efficiencies
Supervise the team
• Utilise team effectively and efficiently to deliver optimal service and support to all customers and partners, as well as sales teams and sales managers
• Regular interaction to ensure team is productive and motivated
• Monitor and manage productivity reports
• Conduct formal KPA’s on a bi-annual basis
• Ensure training and development is implemented in line with team requirements
Manage the OPEX budget for the area office
• Manage petty cash and petty cash claims
• Manage all PO’s for the area
• Manage area office purchases and expenses
Administration and reporting
• Compile and submit daily/weekly/monthly reports including, but not limited to, Qlikview/Qliksense, COO, Sales Productivity, Remittances, etc.
• General office administration including management and timeous reporting of system and telephone issues to minimise downtime
• Custodian of office information displays and posters, etc
• Management of general repairs and maintenance at the Rustenburg office
Minimum requirements
• Matric and at least 3 years experience in a Team leader or Supervisory role of at least 5 staff
• Experience in a CRM role is compulsory
• Knowledge of telematics products and systems would be advantageous
• Strong communication and writing skills
• Strong numeracy skills and budget management
• Strong interpersonal and motivational skills
• Ability to work independently and in a highly pressurised environment
• Computer Literacy (MS Office suite, MS Outlook)