Customer Support Manager

2 weeks ago

Cape Town, Western Cape, South Africa Engen Full time

Location:

Cape Town:

Purpose of the Job:


Oversee the call centre operations and resource management of the retail customer segment to pre-defined business and customer satisfaction standards.


Who You Are:

  • You are customer centric.
  • You are an expert in people management.
  • You are passionate about customer experience and providing service.
  • You have an experience in IR matters and team management.
  • You have excellent communication, interpersonal, and exceptional stakeholder engagement skills.
  • You have a reputation for building rapport and managing high performing teams.
  • You have built good relationships with internal and external business stakeholders.
  • Demonstrate integrity, transparency and trustworthy.

What you'll have done before:

Baseline:

  • NQF Level 7 (BCom Marketing or Equivalent)
  • 5 years' experience in Call Centre Operations
  • Previous Supervisory experience/Exposure

Advantageous:

  • Direct knowledge of Engen CSC processes
  • Project management exposure/skills

Exciting Challenges you might face in the role:

  • Driving COF (Customer Order Fulfilment) and maintenance business processes
  • Driving supply chain customer digital strategy.
  • Effectively managing projects to deliver superior customer solutions.
  • Operate effectively, even when things are not certain, or the way forward is not clear.

What you'll be doing:

  • Proactively manage budgets, generate and analyze reports.
  • Build and leverage by identifying potential synergy opportunities across business units regarding CSC processes and practices.
  • Ensures supply chain deliver on their promise to customer (OTIF) On time in full.
  • Ensure Contractor SLAs are in place and adhered to
  • Manage relations with external service providers.
  • Empower your teams to deliver excellent customer service

Job Advert Closing Date:
All job adverts close five days after date posted

Engen's approved Employment Equity plans and targets will be considered as part of the recruitment process.

Important Information:

  • The appointment will be made in line with Engen's Employment Equity Strategy.
  • Engen reserves the right not to make an appointment.

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