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Customer Service and Support Manager

The ideal candidate for this role will be responsible for leading, guiding, developing and supporting the Customer Service, Support and Showroom operational centres with a customer centric focus, ensuring that all service & financial targets are met and exceeded consistently through the Values. (Customer Delight, Excellence, Integrity, Teamwork and Innovation).
Managing the customer experience to ensure customer delight
• Managing the Inbound Customer Team (customer service call centre, back office, documentation/salvage and showroom teams) area within the set standards, service levels and resolution ratios that is expected to ensure customer delight relating to customer service, processing and sales targets
Operational management
• Daily management of agent and team leader performance to ensure that the established targets and desired outcomes are achieved
Financial management
• Manage and control cost centre budgets against forecast
People management
• Manage the daily, weekly and monthly KPA performance against benchmarks and regularly discuss actuals with team leaders and staff to agree on actions required to rectify any adverse variances.
• Ensure that customer delight is the key priority and culture in the area

Job Requirements: 

• Grade 12
• Qualification or training in Contact Centre principles
• Relevant tertiary qualification
• A minimum of 5 years customer services call centre experience of which 3 years should be within a leadership / management role
• MS Office and Excel skills
• Quality assurance management experience
• Experience in a financial services and/or retail face to face environment would be an added advantage

Job Type: 

Permanent

Company Name: 

Indima Recruitment

Company Location: 

Click here to apply

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