Customer Service Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa Crisis24 Full time

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do.

It's the reason we love rolling up our sleeves and getting down to work - and it's why we're so successful.

It takes an entire team to stand behind something big. Interested?

Position Overview

As a member of Crisis24's Customer Success division, you will be supporting the Customer Service Manager in coaching and motivating our 24/7 front-line customer service representatives as they support our clients.

Your focus will be on helping the team build the necessary skills and knowledge so they can better support customers.

You should be supportive, communicative, and attentive, assessing their work and providing feedback to maximize performance and instill elevated levels of customer service.

Be part of the team and part of the solution.
Essential Duties/Responsibilities

  • Oversees Crisis24's 24/7 client support administrators.
  • Recruitment: assist in hiring and onboarding new agents.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities.
  • Shift scheduling and coordinating coverage when agents are on leave, sick or other emergencies.
  • Handle issues and problems and keep management informed.
  • Hold regular touchpoints with agents individually, and host team meetings.
  • Conducting regular call assessments and audits.
  • Motivates and supports agents through regular constructive feedback and communication to ensure agents perform at the highest level.
  • Assist with taking calls and handling tickets during busy periods/short coverage days.
  • Working with peers and management team to support agents and maximize customer satisfaction.
  • Respond to customer questions and complaints and troubleshoot problems with services or products.
  • Provides product/service information by answering questions, offering best practice assistance, and/or guidance on difficult calls.
  • Encourage team harmony.
Competencies

  • High emotional intelligence and selfawareness to encourage positivity and engagement throughout the team.
  • Proficient in the English language with outstanding interpersonal and communication skills, both written and verbal.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Techsavvy with knowledge of relevant computer programs and telephone equipment.
  • Analytical, efficient, and thorough.
  • Excellent negotiation and problemsolving skills and exceptional customer service expertise.
  • Strong understanding of company products, policies, and services.
  • Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand.
  • Flexible and able to adapt to change.
  • Displays trust, loyalty, and integrity.
Experience, Functional and Technical Requirements

  • 5+ years of proven call center, customer service, or supervisory experience.
  • Matric or relevant certification will be an advantage.
  • Proficiency in Zendesk and NICE InContact is desirable, but not required.
Crisis24 is a 24/7/365 environment. Must be able to work shifts, including weekends, and public holidays. This position is office based.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity.

We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

  • Customer Success Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa ESET Full time

    The Company:4D Innovations Group (Pty) Ltd t/a ESET Southern AfricaRole Name: Customer Success SupervisorLocation: Belmont Square, Rondebosch, Cape TownType of Position:Full-timeHours of work: Monday - Friday, 08:30 to 17:00Role summaryThe Customer Success Supervisor ensures the team performance against agreed metrics of all customer service providing...

  • Customer Services Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    Overall Purpose of the Job: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff.Minimum Qualifications and Experience: Matric / Grade 1 Tertiary qualification an advantage Relevant experience, and proven...

  • Customer Services Coordinator Imports

    2 weeks ago

    Cape Town, Western Cape, South Africa SA - Liner Business - Customer Services - Cape Town - Imports Full time

    Job PurposeEnsure high quality customer service by delivering targets, objectives and customer. Pro-actively coordinate and manage our customer portfolio and build strong customer relationships within the import CS disciplines. Be an active participant in the continuous improvement of the department's daily functions and procedures.Primary Job...

  • Customer Service Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Exclusively Remote Full time

    Customer Service Telephonically Switchboard RepresentativeWe are seeking a skilled and customer-focused individual to join our team as a Customer Service Telephonically Switchboard Representative. If you have previous experience working with Amazon and possess excellent communication and problem-solving skills, we want to hear from youAs a Customer Service...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Table Bay Cold Storage Full time

    We are looking to appoint a Customer Service Agent in the Operations Department. You will report to the Warehouse Supervisor. You will fulfil the necessary requirements within the Department to meet the Company's objectives by providing administrative support to ensure the efficient operation of the Department and Office.KEY JOB FUNCTIONS: Accurately operate...

  • Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Tower Group Full time

    Supervisor in the Fast Food IndustryAre you passionate about delivering excellent customer service? Do you thrive in a fast-paced environment? We are seeking a motivated and experienced Supervisor in Cape Town.As a Supervisor, you will work closely with the management team to ensure the smooth operation of our fast-food restaurant. Your responsibilities will...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Table Bay Cold Storage Full time

    We are looking to appoint a Client Service Agent in the Operations Department. You will report to the Warehouse Supervisor. You will fulfil the necessary requirements within the Department to meet the Company's objectives by providing administrative support to ensure the efficient operation of the Department and Office.KEY JOB FUNCTIONS: Accurately operate...

  • Customer Service Representative

    2 weeks ago

    Cape Town, Western Cape, South Africa Cambridge Mask Co. Full time

    INTRODUCTIONCambridge Mask Co is a leading international brand of consumer-focused pollution masks. Since 2015, we have worked on our passion for a cleaner, safer air. Our company helps everyone everywhere get outside without worrying about the way they look or what they breathe. Our masks use filtration technology developed by the British Military for...

  • Restaurant Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa HotelJobs Full time

    We are looking to hire a customer-oriented restaurant supervisor to ensure that all restaurant operations run smoothly. The restaurant supervisor's responsibilities include overseeing the activities of restaurant staff, expediting customers' orders as needed, and maintaining good working relationships with suppliers. You should also be able to identify ways...

  • Site Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa CPG SERVICE AND SUPPLIES Full time

    Construction Supervisor Job Responsibilities:Maintains project administration in a correct and timely manner.Meets operational standards by contributing construction information to strategic plans and reviews.Meets construction budget by monitoring project expenditures.Accomplishes construction project results by defining project purpose and scope.Prevents...

  • Customer Service Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Eden Clean LLC Full time

    Customer Service Manager - Virtual AssistantThe Job OverviewWe are seeking an individual to perform duties related to being an administrative assistant as well as manage all outbound and inbound sales duties to support our business operations. As a virtual assistant, you will be responsible for attending meetings, managing calendars, answering customer sales...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Dash BPO Full time

    Attention all contact center agents willing to work night shifts during US hours with US Medical Dental experienceRequirements:Previous experience in Sales or Telemarketing.Essential experience in the Medical Dental Industry.Prior experience in Customer Service.Sales background is preferred.Must have 6-12 months of contact center experience or equivalent in...

  • Arabic Customer Service Host

    2 weeks ago

    Cape Town, Western Cape, South Africa Language Recruiters Full time

    Job DescriptionJoin Our client's vibrant Customer Support Department as an Arabic speaking Customer Service Host in Cape Town who is a dynamic player in the E-commerce industry. They deliver exceptional services to their international clients and their client's businesses. At the heart of our client are its people, as the organization believes its employees...

  • Customer Service Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Dynamic Outsourced Solutions Full time

    Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors. 1. Skills & Competency Requirements Grade 12/NQF4 Proficient in at least 3 of the South African Languages including IsiXhosa. 3 years' experience as a Team Leader/ Supervisor Intermediate Computer Skills Team...

  • Customer Service Team Leader

    2 weeks ago

    Cape Town, Western Cape, South Africa Dynamic Outsourced Solutions Full time

    Job Purpose: To oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Customer Service Advisors.1.Skills & Competency Requirements Grade 12/NQF4Proficient in at least 3 of the South African Languages including IsiXhosa.3 years' experience as a Team Leader/ Supervisor Intermediate Computer SkillsTeam management...

  • German Speaking Customer Service Advisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Black Pen Recruitment Full time

    German Speaking Customer Service AdvisorOur Client is a captive contact centre providing seamless 24/7 customer support services in multiple languages. Over the years, they have diversified into providing 24/7 multilingual contact centre solutions to global names in aviation, telecommunication, retail and finance.Job Type Onsite | Full-timeSalary R...

  • Customer Service Agent

    2 weeks ago

    Cape Town, Western Cape, South Africa Dash BPO Full time

    We are searching for dedicated contact center agents that are real customer centric and looking to grow and develop within an organization.To succeed as a call center agent, you need to have a strong sense of resilience and be able to handle a high-pressured environment. Correctly manage time during contact without neglecting quality objectives (Doing the...

  • Service Desk Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Believe Resourcing Full time

    About our client:Our client is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.Their fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and...

  • Arabic Speaking Customer Service

    2 weeks ago

    Cape Town, Western Cape, South Africa Barrett's Recruitment Workhouse Full time

    Purpose of the Role:This is a very exciting role within the growing Customer Support Department Operating within the E-commerce industry, This is an international company with offices in London, Portugal, Cape Town and Malta. They have over 1 800 multi-national employees as we provide services in the European Region and Canada. The diverse nature and culture...

  • Till Supervisor

    2 weeks ago

    Cape Town, Western Cape, South Africa Stodels Nurseries (Pty) Ltd. Full time

    Till Supervisor - Kenilworth (RETAIL GARDEN CENTRE)Multi Award Winning Nursery-Stodels is looking for a meticulous and friendly Till Supervisor to assist the Support Services team at the Kenilworth Garden Centre. The position will report directly to the Till Supervisor.Main duties: Roster cashiers to ensure adequate staff are on duty Managing cashiers...