Johannesburg: Head of Customer Support – Healthcare posted by Isilumko Staffing
Posted on 2025-05-01 00:00:00
| Employer | Isilumko Staffing |
|---|---|
| Category | Other IT/Computer |
| Location | Gauteng / Johannesburg |
Job Summary
Head of Customer Support
About the Role:
We are seeking a dynamic and experienced Head of Customer Support to lead and manage our customer support department. The successful candidate will be responsible for ensuring exceptional customer service, enhancing customer satisfaction, and driving continuous improvement in service delivery. This role requires a proactive leader who can effectively manage a team, implement innovative solutions, and foster cross-departmental collaboration.
Key Responsibilities:
- Team Leadership: Lead, mentor, and support a team of customer support agents to ensure the highest standards of service delivery.
- Customer Issue Resolution: Handle escalated inquiries and complex issues, ensuring prompt resolution to maintain customer trust and satisfaction.
- Performance Monitoring: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement.
- Process Optimization: Develop and refine customer support processes and procedures to enhance efficiency and improve the overall customer experience.
- Innovation: Identify and implement new tools and technologies to optimize the customer journey and improve service quality.
- Customer Insights: Analyze customer feedback and trends to develop strategies for enhancing support services.
- Reporting: Generate and present reports on customer support performance, including Net Promoter Score (NPS) and other relevant metrics.
- Training & Development: Oversee the training and development of the customer support team, ensuring they are equipped with the necessary skills and knowledge.
- Budget Management: Manage departmental budgets, including staffing, technology, and other resources required for effective service delivery.
- Cross-Functional Collaboration: Act as a liaison between the customer support team and other departments such as Marketing, IT, and Billing to drive improvements and resolve issues.
- Strategy Development: Contribute to the development and execution of long-term customer support strategies that align with business objectives.
Qualifications & Experience:
- BSc/BA in Business Administration, Marketing, or a related field.
- A degree in Medical Technology or Healthcare is advantageous.
- 2 to 3 years of experience in a supervisory or managerial role.
- Experience in the pathology or healthcare sector is advantageous.
Key Competencies & Skills:
- Strong leadership and team management skills.
- Excellent problem-solving and decision-making abilities.
- Strong analytical skills with the ability to track and interpret performance metrics.
- Ability to work under pressure and meet deadlines.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Proficiency in relevant internal systems, including Laboratory Information System, D365, and Connex1.
Click Go Apply to apply online!
Get Similar Job Alerts
More jobs in Johannesburg
More jobs in Gauteng
Browse Other IT/Computer Jobs
Browse Isilumko Staffing Jobs
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Johannesburg West: Millwright posted by Geo stott
Looking for a qualified millwright, trade tested. Must have good references min of 15 years on the job experience in the steel manufacturing industry. Not...
View Job
Millwright
Johannesburg North: Admin – debtors,creditors salaries etc posted by UNITIP
DEBTORS CREDITORS ClerkAssist with payroll safetyGeneral Admin and files etc.
View Job
Admin – debtors,creditors salaries etc
Johannesburg: Financial Manager
My client, that is part of the mining sector, is currently recruiting for a Financial Manager for a 6 month contract. This is a global organization that...
View Job
Financial Manager
Johannesburg: Quantitative Risk Analyst
Key Responsibilities Assist with the design and implementation of treasury, trading, and risk systems. Support clients with risk measurement and performance...
View Job
Quantitative Risk Analyst
Johannesburg: Group Accountant
Job Company Description This well-established company in the retail industry is looking for a highly skilled Group Accountant to join their finance team....
View Job
Group Accountant
Johannesburg: Senior Accountant
A well-established organization is looking for a dedicated Senior Accountant to join their finance team. The ideal candidate will play a critical role in...
View Job
Senior Accountant
Johannesburg: Head of Pricing
Head of Pricing Qualified Actuary Structuring Solutions Team Key Responsibilities Support pricing strategies for new and existing group and individual life...
View Job
Head of Pricing
Johannesburg: Commerical Finance Manager
Key Responsibilities Develop Lead Growth Strategies Identify and pursue new business opportunities in rail and logistics. Financial Cost Modeling Build...
View Job
Commerical Finance Manager
Johannesburg: Market Risk Senior Manager (FRM)
Job Title Senior Manager Market Risk Financial Risk Management Employment Type Full-time Key Responsibilities Deliver market, counter-party credit,...
View Job
Market Risk Senior Manager (FRM)
Johannesburg: Head of Product Development
Job Opportunity Actuary Structuring Solutions Team Key Responsibilities Support the design and structuring of innovative group and individual life...
View Job
Head of Product Development
Johannesburg: Director of Consulting & Analytics
Key Responsibilities Design and implement data-driven consulting programs for clients, focusing on new products, strategy, digital, and commercial service...
View Job
Director of Consulting & Analytics
Johannesburg: TJ 15206 – BUSINESS ANALYST (REMOTE)
Employer Description Leaders in Vehicle Tracking and Asset Recovery Job Description Conduct discovery sessions to gather business and data requirements....
View Job
TJ 15206 – BUSINESS ANALYST (REMOTE)
Johannesburg: TJ 15209 – DATABASE ADMINISTRATOR & INITIATIVE LEAD (12 MONTH FTC)
Employer Description Leaders in Vehicle Tracking and Asset Recovery Job Description Conduct assessment and design for high availability and redundancy...
View Job
TJ 15209 – DATABASE ADMINISTRATOR & INITIATIVE LEAD (12 MONTH FTC)
Johannesburg: TJ 15208 – SYSTEMS ANALYST (REMOTE)
Employer Description Leaders in Vehicle Tracking and Asset Recovery Job Description Conduct discovery sessions to document current system state and...
View Job
TJ 15208 – SYSTEMS ANALYST (REMOTE)
Johannesburg: TJ 15210 – SYSTEMS ARCHITECT & INITIATIVE LEAD
Employer Description Leaders in Vehicle Tracking and Asset Recovery Job Description Define the stabilisation roadmap and oversee system-wide architecture...
View Job
TJ 15210 – SYSTEMS ARCHITECT & INITIATIVE LEAD
Johannesburg: Chief Financial Officer
Are you a visionary finance executive with a proven track record in strategic leadership, corporate governance, and financial innovation? Our client a...
View Job
Chief Financial Officer
Johannesburg: Key Account Executive
Our client is a well-established organisation operating within a competitive, fast-paced manufacturing industry. They are known for delivering tailored...
View Job
Key Account Executive
Johannesburg: Group Accountant
Our client, a dynamic and fast-paced leader in the retail industry, is seeking a talented and driven Group Accountant to join their team based in...
View Job
Group Accountant
Johannesburg: Senior Electrical Project Engineer
QUALIFICATIONS AND EXPERIENCE Matric A recognized and relevant post-matric technical qualification B.Eng Electrical, B.Tech, National Diploma Minimum 5...
View Job
Senior Electrical Project Engineer
Johannesburg: Business Intelligence Analyst
Qualifications Bachelor of Commerce B.Com degree in a relevant field Minimum 2-3 years of experience in data analysis Proven track record of dashboard...
View Job
Business Intelligence Analyst
Johannesburg: Head of Services
Key Responsibilities Lead and expand a high-performing APAC client service team Align performance, incentives, and training with business and client goals...
View Job
Head of Services
Johannesburg: IT Manager
Are you a visionary leader with a strong software development background and a passion for driving digital transformation? A dynamic and innovative company,...
View Job
IT Manager
Johannesburg: Salesforce Developer
Job Description To deliver the design, configuration, customisation, coding, testing, deployment, implementation, documentation, and debugging of Salesforce...
View Job
Salesforce Developer
Johannesburg: Data Engineer
My client is part of South Africas top insurance group, and their business unit offers wealth-building investment and retirement solutions. As a Data...
View Job
Data Engineer
Johannesburg: FP&A Analyst
Key Responsibilities Lead the preparation of budgets, forecasts, and long-term financial plans. Analyse business performance and provide strategic...
View Job
FP&A Analyst