Job Description
Role Purpose:
The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations.
Key Responsibilities:
- Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals.
- Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
- Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
- Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
- Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
- Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution.
- Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.
Key Performance Indicators (KPIs):
- Average response and resolution time
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Ticket backlog and closure rates
- Agent productivity and adherence scores
- Data accuracy and reporting timeliness
Skills & Competencies:
- Proven leadership in a customer support or contact center environment (24 years)
- Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
- Excellent communication and conflict resolution skills
- Experience with CRM or ticketing systems (e.g.Cue)
- Data-driven mindset with a continuous improvement focus
Qualifications:
- Diploma or Degree in Business Administration, Operations, or related field
- Certification in Customer Experience or Data Analytics is advantageous
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Logistics Jobs in Western Cape
The logistics industry in Western Cape, South Africa is an essential component of the country’s economy, with a strong focus on ensuring the efficient movement and storage of goods. Typically, this field experiences steady demand for skilled professionals due to the ongoing growth of e-commerce and international trade. As a result, there are various opportunities available for career advancement and professional development.
In terms of salary expectations, it is common for logistics professionals in Western Cape to earn a broad range of salaries, depending on factors such as experience, company size, and industry sector. Generally, entry-level positions may fall within the R300 000 – R600 000 per annum bracket, while senior roles can command salaries up to R1 million or more. However, it is essential to note that actual salaries may vary significantly based on individual circumstances.
Common skills required for logistics professionals in Western Cape include a strong understanding of supply chain management, excellent communication and problem-solving abilities, attention to detail, and proficiency in industry-specific software such as transportation management systems (TMS) or enterprise resource planning (ERP). Additionally, having experience with data analysis, inventory management, and freight forwarding is often beneficial. Often, professionals in this field also possess strong analytical and technical skills.
The logistics industry in Western Cape commonly employs roles across various sectors, including financial services, technology, manufacturing, and e-commerce. Financial services companies require skilled logistics professionals to manage the delivery of critical documents and packages. Technology firms often need experts to oversee the efficient movement of hardware and software components. In manufacturing, logistics professionals play a crucial role in ensuring just-in-time delivery of raw materials and finished goods.
Career development opportunities for logistics professionals in Western Cape are numerous, with many companies investing in training and development programs to enhance employee skills and knowledge. Typically, career progression paths involve taking on increasingly senior roles within the company or transitioning into management positions. With experience, logistics professionals can also pursue careers in specialized fields such as supply chain management consulting or international trade.
This information provides general career guidance. Actual salaries and requirements vary by employer.
GO APPLY NOW
Safe & secure application process
Explore More Opportunities
Get Similar Job Alerts
Job Seeker Tip
Consider temporary or contract work to gain experience and potentially convert to permanent roles.
How to Apply
Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.
JVR Jobs connects you with employers – we don’t process applications directly.
Latest Job Opportunities
Gauteng: Project Manager posted by Network Finance
Our client is a large, established organisation seeking a Project Manager (PMO) to oversee and coordinate multiple projects within a…
View JobWestern Cape: Junior Graphic Designer posted by Craven Cottage CC
Duties: Assist in the creation of digital and print design materials (social media graphics, brochures, flyers, presentations, banners, etc.)Support senior...
View JobGauteng: Solutions Specialist – Gauteng posted by Bidvest Protea Coin
Research & Development (R&D)Drive innovation by identifying, testing, and integrating new security and technology solutions that enhance service delivery...
View JobSouth Africa: Airfreight Manager posted by MECS Africa
Main goalManage airfreight operations for Port Moresby branch as well as customer relationships in compliance with PNG legal requirements, Company…
View JobGauteng: Health, Safety & Environmental Officer posted by Phakisa Holdings
Purpose of the RoleTo ensure compliance with health, safety, and environmental legislation, standards, and company policies within the gold processing...
View JobPretoria North: Workshop Foreman posted by GAP Consulting
Minimum Requirements:Must have a minimum of 3-5 years’ experience as a Workshop Foreman or Senior Mechanic in the Transport &…
View Job
Browse Employers
Job Alerts