Customer Service Supervisor
Position summary
Introduction
Job description
· Improve on the customer experience
- Provide timeous feedback to all internal and external customers regarding the progress of any queries.
- Ensure resolution of customer queries, to the satisfaction of the client.
- Provide a service within the area as well as to other departments/areas/staff within Tracker
- Provide Sales Support to the Sales Teams as well support to the Technical Department
· Supervise the customer service teams
- Utilise staff effectively to deliver optimal customer service to all customers
- Ensure team is motivated
- Conduct KPA’s on a quarterly basis
- Ensure training and development is implemented in line with team requirements and PDP results.
· Manage the OPEX budget for the area office
- Monitor expenses within the area
- Manage petty cash and petty cash claims
- Manage all PO’s for the area
· Fulfil an Administration function
- Record minutes at meetings
- Compile regional reports and submit to the Customer Service Manager
- Maintain area records and statistics on Qlikview
· Maintain scheduling efficiencies within the area
- Manage scheduling efficiencies in the area, by ensuring that all technicians are scheduled effectively
- Monitor outsourced fitment centre fees
Minimum requirements
· Matric and at least 3 years experience in a team leader or Supervisory role.
· Experience in a CRM role is compulsory
· Knowledge of Tracker products & Systems
· Experience in monitoring department / office budgets would be preferable
· Above average interpersonal skills
· Ability to work independently and in a highly pressurised environment
· Computer Literacy (MS Office, MS Outlook), with emphasis on proficiency in Excel