Job Description
About the Role
The Support Agent Team Leader role at Tower Group involves overseeing 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
- Supervise, coach, and motivate support agents to achieve individual and team performance goals.
- Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
- Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
- Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
- Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
- Handle complex or high-priority customer issues and ensure timely resolution.
- Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.
Requirements
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)
Qualifications
Diploma or Degree in Business Administration, Operations, or related field
Salary & Benefits
Salary range will be discussed during the interview process.
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
Keep track of all your job applications in a spreadsheet, including company names and application dates.
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
Midrand: Project Manager posted by Persona Staff
REQUIREMENTSMatric is essential.Accredited qualification in Project Management.Electrical qualification (recommended).Extensive experience in managing...
View JobSouth Africa: Design Engineer posted by Network Finance
Design and engineer solar PV systems (rooftop and ground-mounted)Conduct site assessments, feasibility studies, and energy yield analysisPrepare technical...
View JobJohannesburg North: Solar Sales Engineer posted by Network Finance
Job & Company Description:As a Solar Sales Engineer, you’ll bridge the gap between technical design and client needs. You’ll assess…
View JobJohannesburg North: Solar Business Developer posted by Network Finance
Key ResponsibilitiesIdentify and develop new business opportunities within the solar PV and renewable energy sectorDrive sales of turnkey solar solutions...
View JobGauteng: CNC Machine Operator posted by Network Finance
Job & Company description:Our client is a specialised engineering and manufacturing business supporting the mining sector with precision components and...
View JobCenturion: Mechanical Engineer posted by Network Finance
I partner with established organisations that demand precision and accountability, delivering exceptional Mechanical Engineers for long-term,...
View Job
Browse Employers
Job Alerts