Sales Customer Service Manager

2 days ago


Midrand, South Africa Time Personnel Full time

REQUIREMENTSMatric, bachelors degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field Highly Advantageous35 years of experience in managing sales, customer service, technical support or help desk teamsTrack record of achieving service targets, or demonstrable success in prior sales/customer-service rolesStrong leadership and communication skillsA proactive mindset and solution drivenA passion for improving systems and helping people succeed DUTIESLead, mentor, and develop the help desk team to ensure high levels of performance and moraleSet clear expectations and KPIs for help desk staff, holding them accountable for the daily actions requiredBuild a culture of professionalism, accountability, and continuous improvementHire new staff according to team requirementsTrain the team following quarterly reviews and where there are shortfalls in skillsDevelop and execute a help desk strategy that aligns with company goals and drives operational excellenceEstablish clear policies, procedures, and service standards to ensure consistency and high-quality supportDocument and update standard operating procedures (SOPs) to ensure consistency and complianceMotivate the team to consistently meet or exceed their KPIs.Serve as the final escalation point for critical or complex support casesTrack and analyse key performance indicators (KPIs), including Ticket resolution timesPrepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvementConduct regular quality assurance checks to maintain service excellence Salary: R negotiable dependent on experience Join us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below.



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