Customer Support Manager

2 weeks ago

Pretoria, Gauteng, South Africa Herotel Full time
Herotel is seeking a
Customer Support Manager for our Northern region to report to our Operations Executive. The position will require regional travel within the Northern Region but would ideally be based in Pretoria.

ABOUT THE ROLE:


The Customer Support Manager is responsible for leading and managing the Helpdesk, Accounts and Customer care teams, (for the whole Northern region: Potchefstroom, Klerksdorp, Pretoria and Nelspruit), and implementing functional tactical goals aligned to Herotel's strategic objectives; including being the custodian of the full customer journey and experience.


Key responsibilities will include:

  • Leadership and management of the following functions:

  • _Help Desk_, which provides first line customer support and provides first line performance triggers for Networks and Field Operations.
-
_Accounts_
, which manages customer billing, suspension, payment methods, bad debt and general customer support.
-
_Customer Care_
, which provides proactive and reactive management of customer cancellations, retentions, and satisfaction; is the custodian of the "Customer Journey" and provides feedback to all other functions, highlighting areas of continuous improvement.
-
Functional strategic/tactical planning*
  • Develop a clear functional tactical plan for the Northern Division, ensuring alignment with other divisions, regions, and functions; aligned to the strategic objectives.
  • Participate in the Regional Team business plan development, ensuring clear crossfunctional tactical goals are distilled from strategic objectives.
  • Analyze customer data to identify trends and opportunity for improvement in customer experience and customer satisfaction.
  • Lead process improvement initiatives to streamline customer service operations and increase efficiency.
  • Produce functional reporting.
-
Divisional Management

  • Develop operational plans in conjunction with Team Leaders, in accordance with the business plan.
  • Manage and allocate resources effectively to meet customer service demands and ensure optimal performance.
  • Ensure that Team Leaders lead operational teams into action to execute plans by establishing daily, weekly, and monthly routines as well as running projects and adhoc activities.
  • Establish controls in the process to ensure speed, cost, quality and risk metrics are achieved.
  • Facilitate effective and ongoing crossfunctional alignment with other functions through the formal management discipline of Herotel's Management Operating System as well as the implementation and management of partnership agreements.
  • Develop and maintain positive relationships with customers and other stakeholders, such as vendors and functional partners.
-
Leadership

  • Lead and coach Level2 Team Members to help them improve and to remain aligned to the tactical goals and culture of the business.
  • Align the function with other divisions, functions and regions.

The following work experience and competencies will be required for the position:

Experience:

  • Minimum of 3 years in a management role.
  • Minimum of 5 years' experience in a highvolume call center or helpdesk environment.
  • Relevant experience in the Telecommunications industry will be beneficial.

Skills and competencies

  • Proven competency in strategic and tactical thinking, including the ability to analyze complex situations, identify and prioritize goals, and develop effective plans to achieve them.
  • Ability to effectively communicate (verbal and written) and implement plans.
  • Results orientation and drive.
  • Analytical thinking and problem solving.
  • Decision making and sound judgment.
  • Resilient, adaptable, and selfaware.
  • Leadership and People Management (plan, organize, lead and control).
  • Must be willing to travel within the Regional district.

Qualifications:

  • Grade 1
  • Bachelor's Degree in Business, Administration, Marketing, or a related filed advantageous.
  • Other qualifications or training in Call Centre Management or Customer Care would be beneficial.
  • If you meet the above requirements and you would like to join our team, please submit your CV with contactable references._
**_

PLEASE NOTE:
_

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