Customer Engagement Supervisor(Inbound)

2 weeks ago

Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_000987

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:IT and Telecommunications
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:
Tracker requires the services of a Supervisor in the Customer Engagement Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

Job description:

  • Ensure that telephonic requests received within the Customer Engagement Division are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
  • Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
  • Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
  • Daily assistance with call retrieval requests if the need arise.
  • Effectively managing of resources in own team to help other teams in Customer Engagement when required.
  • Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of nonadherence according to set guidelines.
  • Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
  • Upkeep of administrative staff files including all policies and procedures.
  • Collation and analysis of statistics on a daily / weekly and monthly basis.
  • Collation and discussion of KPA's and implementation of Performance evaluation and PDP's where applicable.
  • Daily spot checks to be done on agent performance through call listening and "on the job" coaching.
  • Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP's.
  • Daily monitoring and follow up / coaching on individual QA scores, targets, telephone states when the desired outcomes are not achieved.
  • Identify concerns or trends within department, investigate and propose possible solutions for problems.
  • Continuous implementation of staff motivation through creative and innovative ideas.
  • Be able to interact and build relationships with all Internal Departments and Management.
  • Provide daily performance reports to the manager including any concerns noted and action taken.
  • Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or Electronic communication.

Minimum requirements:

  • Matric coupled with 34 years working experience in a Contact Centre
  • Minimum of 6 months Supervisory/Team Leader experience
  • 1 year experience dealing with complex and social media complaints and queries.
  • Excellent understanding of telephony monitoring systems and interpretation of reports
  • Advance knowledge on the following systems required:
  • CDS, CRM, Skytrax
  • Financial (Willow),
  • Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms)
  • Aspect & Webrecall
  • A passion for customer service and a professional attitude at all times.
  • Excellent product and systems knowledge.
  • Advanced MS Office proficiency.
  • Excellent interpersonal skill
  • Work accurately with high level of attention to detail.
  • Ability to work under pressure.

Benefits:
Medical aid, Provident fund

  • Customer Engagement Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001216Listing status: OnlinePosition summary:Industry:IT & InternetJob category:Customer ServiceLocation:RandburgContract:Fixed Term ContractRemuneration:Market RelatedEE position:YesIntroduction:Tracker requires the services of a Customer Engagement Agent in the Customer Service department based at Tracker Head Office in...

  • Customer Engagement Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001178Listing status: OnlinePosition summary:Industry:Telecommunication ServicesJob category:IT and TelecommunicationsLocation:RandburgContract:Fixed Term ContractRemuneration:Market RelatedEE position:YesIntroduction:Tracker requires the services of a Customer Engagement Agent in the Customer Service department based at Tracker Head...

  • Inbound Customer Care Team Leader

    2 weeks ago

    Randburg, Gauteng, South Africa Shapiro Shaik Defries & Associates Full time

    JOB PURPOSE To lead, develop and coach a team of Customer Care Agents by driving the daily production and achievement of set targets and SLAs; and providing accurate daily reporting on individual and team performance. To conduct thorough investigation of all Debtor's complaints and queries in accordance with the company's policies and procedures, ensuring a...

  • Supervisor - Customer Value Maximization

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001203Listing status: OnlinePosition summary:Industry:Telecommunication ServicesJob category:IT and TelecommunicationsLocation:RandburgContract:PermanentRemuneration:Market RelatedEE position:NoIntroduction:Tracker has been South Africa's leading vehicle tracking company since the 1990s. Tracker requires the services of a Customer...

  • Inbound Resolutions Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Shapiro Shaik Defries & Associates Full time

    INBOUND RESOLUTIONS AGENTRandburg, JohannesburgSalary: Basic + Uncapped CommissionJOB PURPOSE:To resolve customer and client queries, ensuring high collection level at all times within the set parameters of the Debt Collection Act, National Credit Act and Company operating procedures.QUALIFICATION & EXPERIENCE REQUIRED:Minimum Qualifications & Experience...

  • Inbound Resolutions Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Shapiro Shaik Defries & Associates Full time

    JOB PURPOSE:To resolve customer and client queries, ensuring high collection level at all times within the set parameters of the Debt Collection Act, National Credit Act and Company operating procedures.QUALIFICATION & EXPERIENCE REQUIRED:Minimum Qualifications & Experience Matric (required) Minimum of 2 years' Experience in debt collections as well as...

  • Inbound Resolutions Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Shapiro Shaik Defries & Associates Full time

    JOB PURPOSE:To resolve customer and client queries, ensuring high collection level at all times within the set parameters of the Debt Collection Act, National Credit Act and Company operating procedures.QUALIFICATION & EXPERIENCE REQUIRED:Minimum Qualifications & Experience Matric (required) Minimum of 2 years' Experience in debt collections as well as...

  • Customer Service Agent

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001130Listing status: OnlinePosition summary:Industry:IT & InternetJob category:Call Centre and TelesalesLocation:RandburgContract:PermanentRemuneration:Market RelatedEE position:NoIntroduction:Tracker requires the Services of the Customer Service Agents in the TRM Department based in Head Office.Job description:Primary...

  • Inbound Call Centre Agent

    2 weeks ago

    Randburg, Gauteng, South Africa StaffCentral Consulting Full time

    Job Duties/Responsibilities will include:Inboundanswer phones professionallyrespond to customer inquiriesresearch required information using available resourceshandle and resolve customer complaintsprovide customers with product and service informationcapture customer details to confirm policiesidentify and escalate priority issuesroute calls to appropriate...

  • Customer Service Representative Internship

    2 weeks ago

    Randburg, Gauteng, South Africa Trofomo Full time

    Responsibilities Managing both inbound and outbound calls Your primary engagement will be with clients in where you will assist them with inquiries related to the promoted products Closing sales contracts will be a key aspect of your role, and you will thrive in a fastpaced, driven environment set within upmarket office spaces.Qualifications: Matric...

  • Necc Shift Supervisor X 2 Positions

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001059Listing status: OnlinePosition summary:Industry:Call Centre IndustryJob category:SupervisingLocation:RandburgContract:PermanentEE position:YesIntroduction:Job description: Display the ability to work in a highly pressurized and stressful environment. Have a thorough and clear understanding of the nature of the Department and...

  • Call Centre Supervisor

    2 weeks ago

    Randburg, Gauteng, South Africa Shoprite Group Full time

    Closing Date2024/06/20 Reference NumberSHO Job TitleCall Centre Supervisor (Computicket) Job TypePermanent Location CountrySouth Africa Location ProvinceGauteng Location Town or CityRandburg Purpose of the JobThe purpose of Call Centre Supervisor role is to supervise and co-ordinate a team of Call Center Agents, ensuring efficient and effective customer...

  • Product Support Supervisor

    2 weeks ago

    Randburg, Gauteng, South Africa Tracker South Africa Full time

    Listing reference: track_001021Listing status: OnlinePosition summary:Industry:Telecommunication ServicesJob category:IT and TelecommunicationsLocation:RandburgContract:PermanentRemuneration:Market RelatedEE position:YesIntroduction:Tracker requires the services of a Supervisor in the Customer Experience ( Product Support) Department at Tracker Head office,...

  • Call Centre Supervisor

    2 weeks ago

    Randburg, Gauteng, South Africa Shoprite Full time

    Purpose of the Job The purpose of Call Centre Supervisor role is to supervise and co-ordinate a team of Call Center Agents, ensuring efficient and effective customer service delivery, adherence to company policies, and achievement of performance targets by providing high-quality customer service. Job Advert Details Job CategoryCustomer Service Job...

  • Inbound Client Services Agent

    2 weeks ago

    Randburg, Gauteng, South Africa O' Keeffe & Swartz Full time

    At O'Keeffe & Swartz BPO, we are serious about service, and with over 28 years of experience we have been positioned as a business process outsourcing market leader due to our premium service, quality and great people.If you are self-driven, ambitious, highly motivated and customer service orientated - WE WANT YOUMain purpose of the job: Make outbound calls...

  • customer service consultant

    2 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Customer Service ConsultantRandburgSeasonal USA Campaign – Night Shift We are looking for professional, self-motivated and determined individuals to join us on this exciting USA Campaign. You will be required to assist clients in the USA with a luxurious, high end experience. This is seasonal work, and operate within America's sunny season, for 6...

  • Shift Supervisor

    2 weeks ago

    Randburg, Gauteng, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    Shift Supervisor - National Emergency Control Centre - RandburgMinimum Requirements: Essential: Higher Certificate in Law Enforcement, Criminology, Customer Service or a related field at NQF Level Advantageous: Graduate or Post Graduate Qualifications in the field of Criminology and/or LawEnforcement at NQF Level - Essential: Five years' experience in an...

  • Sassa - Customer Service Agents (Dl)

    2 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Customer Service Fixed Term Contract Position3 month Contracts based in RandburgTo Start ASAPMain Purpose of Position:The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to...

  • Sassa - Customer Service Agents (Dl)

    2 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Customer Service Fixed Term Contract Position2 months contract based in RandburgTo Start ASAPMain Purpose of Position:The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to...

  • Sassa - Customer Service Agents (Dl)

    2 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Customer Service Fixed Term Contract Position2-month Contract based in Randburg**To Start ASAPMain Purpose of Position:The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to...