Job Description
Job Description
Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.
This includes:
Team Leadership:
- Managing and leading a team of support agents, ensuring they are well-trained and motivated.
Performance Monitoring:
- Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.
Quality Assurance:
- Implementing and maintaining quality standards for customer interactions to ensure a high level of service.
Workflow Optimization:
- Streamlining processes to improve efficiency and reduce customer wait times.
Training and Development:
- Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.
Technology Management:
- Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.
Customer Feedback Analysis:
- Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.
Escalation Management:
- Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.
Resource Planning:
- Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.
Reporting and Analytics:
- Generating reports on support performance and using data to make informed decisions for continuous improvement.
Communication:
- Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.
Remote Work Coordination:
- If applicable, ensuring effective coordination and communication in a remote support environment.
GO APPLY NOW
Safe & secure application process
Explore More Opportunities
Get Similar Job Alerts
Job Seeker Tip
Quantify your achievements on your CV using numbers and percentages where possible.
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
Western Cape: Primary Plant Design Engineer posted by Network Finance
Duties:Develop and review designs for primary plant systems (HV equipment, busbars, disconnectors, earthing, etc.) for substations.Prepare layout drawings,...
View JobGauteng: Quantity Surveyor – Estimator Construction Fourways posted by Jobs 4 All
Job Summary:A position exists within the Company for a Junior Quantity Surveyor who will work closely with and report to…
View JobSouth Africa: Hospital Network Service Provider (French Speaking) posted by Flink Recruitment
Roles and ResponsibilitiesProvider & Assistance ResponsibilitiesAct as the primary liaison between Unisure and hospital administrators, ensuring smooth...
View JobJohannesburg North: Project Engineer posted by Network Finance
They’re looking for a Solar Project Engineer to lead and support the engineering design, execution, and commissioning of UTILITY-scale Solar…
View JobJohannesburg West: Electrical Draughtsman posted by Network Finance
Duties:Develop detailed electrical and mechanical drawings using EPLAN and CAD tools.Produce accurate 3D models and 2D detailed drawings of components…
View JobJohannesburg North: Solar Business Developer posted by Network Finance
Identify and pursue new business opportunities in the solar energy sectorDevelop and maintain a strong pipeline of commercial and residential…
View Job
Browse Employers
Job Alerts