Head of Customer Support
2 weeks ago
Head of Customer Support
About the Role:
We are seeking a dynamic and experienced Head of Customer Support to lead and manage our customer support department. The successful candidate will be responsible for ensuring exceptional customer service, enhancing customer satisfaction, and driving continuous improvement in service delivery. This role requires a proactive leader who can effectively manage a team, implement innovative solutions, and foster cross-departmental collaboration.
Key Responsibilities:
- Team Leadership: Lead, mentor, and support a team of customer support agents to ensure the highest standards of service delivery.
- Customer Issue Resolution: Handle escalated inquiries and complex issues, ensuring prompt resolution to maintain customer trust and satisfaction.
- Performance Monitoring: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement.
- Process Optimization: Develop and refine customer support processes and procedures to enhance efficiency and improve the overall customer experience.
- Innovation: Identify and implement new tools and technologies to optimize the customer journey and improve service quality.
- Customer Insights: Analyze customer feedback and trends to develop strategies for enhancing support services.
- Reporting: Generate and present reports on customer support performance, including Net Promoter Score (NPS) and other relevant metrics.
- Training & Development: Oversee the training and development of the customer support team, ensuring they are equipped with the necessary skills and knowledge.
- Budget Management: Manage departmental budgets, including staffing, technology, and other resources required for effective service delivery.
- Cross-Functional Collaboration: Act as a liaison between the customer support team and other departments such as Marketing, IT, and Billing to drive improvements and resolve issues.
- Strategy Development: Contribute to the development and execution of long-term customer support strategies that align with business objectives.
Qualifications & Experience:
- BSc/BA in Business Administration, Marketing, or a related field.
- A degree in Medical Technology or Healthcare is advantageous.
- 2 to 3 years of experience in a supervisory or managerial role.
- Experience in the pathology or healthcare sector is advantageous.
Key Competencies & Skills:
- Strong leadership and team management skills.
- Excellent problem-solving and decision-making abilities.
- Strong analytical skills with the ability to track and interpret performance metrics.
- Ability to work under pressure and meet deadlines.
- Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
- Proficiency in relevant internal systems, including Laboratory Information System, D365, and Connex1.
-
Head of Customer Support
2 weeks ago
Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full timeHead of Customer SupportAbout the Role:We are seeking a dynamic and experienced Head of Customer Support to lead and manage our customer support department. The successful candidate will be responsible for ensuring exceptional customer service, enhancing customer satisfaction, and driving continuous improvement in service delivery. This role requires a...
-
Head of Customer support
1 week ago
Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full timeA well known leader in pathology laboratories is on the lookout for an experienced, results driven, creative and ethical candidate to join them as Head of Customer Support.Qualifications:MatricMBA10 - 15 years' work experience within healthcare / medical insurance / medical technology industryNo less than 2 years' experience working as a Supervisor /...
-
Consultant, Sales Support
19 hours ago
Johannesburg, Gauteng, South Africa Standard Bank of South Africa Limited Full timeBusiness Segment: Insurance & Asset ManagementLocation: ZA, GP, Johannesburg, Baker Street 30Provides administrative and sales support to the Offshore Sales teams nationally and internationally. This includes producing critical business unit monthly management information (MI), providing administrative support to the Operations Manager, Head of Operations...
-
Head of IT Enablement
3 days ago
Johannesburg, Gauteng, South Africa Standard Bank of South Africa Limited Full timeRole SummaryThe Head of IT Enablement will lead the development and implementation of strategies to enhance IT capabilities across the portfolio. This will involve collaborating with cross-functional teams to deliver business outcomes and ensuring that IT solutions align with business needs. The successful candidate will have a strong understanding of IT and...
-
Head of Business
2 weeks ago
Johannesburg, Gauteng, South Africa Robert Walters Full timeJob title : Head of BusinessJob Location : Gauteng, JohannesburgDeadline : April 03, 2025Quick Recommended LinksJobs by Location Job by industries An internationally renowned and highly esteemed bank is seeking a seasoned banking professional to join their executive team as the Head of Business. In this influential role within a dynamic, global commercial...
-
Head of Programme: Mathematics
4 weeks ago
Johannesburg, Gauteng, South Africa The Independent Institute of Education Full timeJob title : Head of Programme: MathematicsJob Location : Gauteng, JohannesburgDeadline : March 21, 2025Quick Recommended LinksJobs by Location Job by industries Key Areas of Responsibility Include:Review the development and implementation, subject to the policies and governance procedures of the IIE, the curriculum, syllabus and material development of...
-
Head of Programme: Science
3 weeks ago
Johannesburg, Gauteng, South Africa The Independent Institute of Education Full timeJob title : Head of Programme: ScienceJob Location : Gauteng, JohannesburgDeadline : March 21, 2025Quick Recommended LinksJobs by Location Job by industries Key Areas of Responsibility Include:Review, subject to the policies and governance procedures of the IIE, the curriculum, syllabus and material development of those designated programmes or modules...
-
Customer Support Agent
3 weeks ago
Johannesburg, Gauteng, South Africa Fusion Personnel Full timeJob Overview:This role offers an exciting opportunity to apply accounting expertise while gaining valuable experience in technical and client support. Training will be provided on the relevant software.The purpose of the role is to log, respond to and resolve customers' financial queries and problems related to products and servicesRequirements:Previous...
-
Customer Support Representative
5 days ago
Johannesburg, Gauteng, South Africa Ananzi Full timeWe are seeking a highly skilled German-Speaking Customer Service Agent to join our dynamic team. As a customer-focused professional, you will be responsible for resolving consumer complaints with precision and empathy.Key Responsibilities:Providing exceptional inbound and outbound telephonic support, including chat and back-office services.Responding...
-
Customer Support Professional
3 days ago
Johannesburg, Gauteng, South Africa Spane4all Full timeJob DescriptionThis is an exciting opportunity to join our team as a Customer Support Professional in FNB Commercial Forex. You will be responsible for providing exceptional customer service and support to our clients.Your key responsibilities will include ensuring compliance with current Rules, Regulations and Policies from an Exchange Control perspective,...
-
Head of Customer Sales and Marketing
3 weeks ago
Johannesburg, Gauteng, South Africa Deka Minas Pty Ltd Full timeThe OpportunityWe are looking for a customer facing Sales Leader who has proven ability to execute against ambitious sales targets as well as supporting the development of the programme and outreach to the investment community. They must be able to work independently as they will be our sole representative based in the African market, be willing to travel...
-
Head of Technical Operations
2 days ago
Johannesburg, Gauteng, South Africa Standard Bank of South Africa Limited Full timeHead of Technical OperationsWe are seeking an experienced Head of Technical Operations to lead the technical operations function at Standard Bank of South Africa Limited.Key Responsibilities:Develop and implement a strategic plan for technical operationsCollaborate with Country and Group execution teams to navigate and consume technology...
-
Customer Support Representative
3 hours ago
Johannesburg, Gauteng, South Africa The Global Talent Co. Full timeCustomer Support Representative - South AfricaPart-time (20 hours, Weekend Only), RemoteAbout Us:At The Global Talent Co., we provide opportunities to work with leading innovative technology companies worldwide, offering stable employment, competitive compensation, career growth, and access to a community of 25k+ like-minded marketing professionals.This role...
-
Head of Customer Solutions
3 weeks ago
Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full timeJob DescriptionManaging the Systems and Implementations team in achieving the stated objectives related to the implementationEnsure all client implementations are delivered in accordance with global or local specifications, with the ability to provide accurate systems support in ongoing client servicing processes and proceduresEvaluate and configure all...
-
Head of Customer Solutions
6 days ago
Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full timeJob DescriptionManaging the Systems and Implementations team in achieving the stated objectives related to the implementationEnsure all client implementations are delivered in accordance with global or local specifications, with the ability to provide accurate systems support in ongoing client servicing processes and proceduresEvaluate and configure all...
-
Customer Support Specialist
11 hours ago
Johannesburg, Gauteng, South Africa Cartrack Full timeWe have a great opportunity for seasoned customer care professionals at Cartrack. As a leading smart mobility tech company with over 1,750,000 subscribers across 23 countries, our teams are collaborative, vibrant, and fast-growing.Our Customer Care department is looking for self-starters with a positive attitude who can provide exceptional telephonic...
-
Head of Data Science and Engineering
5 days ago
Johannesburg, Gauteng, South Africa Standard Bank of South Africa Limited Full timeThe Head of Data Science and Engineering will play a crucial role in driving business growth through data-driven insights. This leader will oversee the development of data sets, integrate multiple data sources, and build profitability models.As a seasoned professional with 8-10 years of experience, you will be responsible for leading initiatives that drive...
-
Customer Experience Support Expert
5 days ago
Johannesburg, Gauteng, South Africa Quantanite Full timeJob DescriptionQuantanite is seeking a skilled Helpdesk Technician to join our team. As a key member of our IT support team, you will provide technical support to our customers, troubleshoot technical issues, and ensure customer satisfaction.You will have the opportunity to develop your technical skills, work collaboratively with colleagues, and contribute...
-
Customer Support Operations Manager
2 weeks ago
Johannesburg, Gauteng, South Africa AFRIZAN Full timeAre you a highly technical and detail-oriented leader with a passion for optimising customer support operations?A leading technology-driven company is looking for a Customer Support Operations Manager to oversee its end-user support services. This role is ideal for a proactive problem-solver who excels in managing client relationships, driving process...
-
Customer Support Operations Manager
1 week ago
Johannesburg, Gauteng, South Africa AFRIZAN Full timeAre you a highly technical and detail-oriented leader with a passion for optimising customer support operations?A leading technology-driven company is looking for a Customer Support Operations Manager to oversee its end-user support services. This role is ideal for a proactive problem-solver who excels in managing client relationships, driving process...