Customer Support Manager

1 month ago

Pretoria, South Africa Herotel Full time

Herotel is seeking a **Customer Support Manager** for our Northern region to report to our Operations Executive. The position will require regional travel within the Northern Region but would ideally be based in Pretoria.

**ABOUT THE ROLE**:
The Customer Support Manager is responsible for leading and managing the Helpdesk, Accounts and Customer care teams, (for the whole Northern region: Potchefstroom, Klerksdorp, Pretoria and Nelspruit), and implementing functional tactical goals aligned to Herotel's strategic objectives; including being the custodian of the full customer journey and experience.

**Key responsibilities will include**:

- Leadership and management of the following functions:

- **_Help Desk_**, which provides first line customer support and provides first line performance triggers for Networks and Field Operations.
- ** **_Accounts_**,** which manages customer billing, suspension, payment methods, bad debt and general customer support.
- ** **_Customer Care_**,** which provides proactive and reactive management of customer cancellations, retentions, and satisfaction; is the custodian of the “Customer Journey” and provides feedback to all other functions, highlighting areas of continuous improvement.
- **Function**al strategic/tactical planning**
- Develop a clear functional tactical plan for the Northern Division, ensuring alignment with other divisions, regions, and functions; aligned to the strategic objectives.
- Participate in the Regional Team business plan development, ensuring clear cross-functional tactical goals are distilled from strategic objectives.
- Analyze customer data to identify trends and opportunity for improvement in customer experience and customer satisfaction.
- Lead process improvement initiatives to streamline customer service operations and increase efficiency.
- Produce functional reporting.
- **Divisional Management**
- Develop operational plans in conjunction with Team Leaders, in accordance with the business plan.
- Manage and allocate resources effectively to meet customer service demands and ensure optimal performance.
- Ensure that Team Leaders lead operational teams into action to execute plans by establishing daily, weekly, and monthly routines as well as running projects and ad-hoc activities.
- Establish controls in the process to ensure speed, cost, quality and risk metrics are achieved.
- Facilitate effective and ongoing cross-functional alignment with other functions through the formal management discipline of Herotel's Management Operating System as well as the implementation and management of partnership agreements.
- Develop and maintain positive relationships with customers and other stakeholders, such as vendors and functional partners.
- **Leadership**
- Lead and coach Level-2 Team Members to help them improve and to remain aligned to the tactical goals and culture of the business.
- Align the function with other divisions, functions and regions.

**The following work experience and competencies will be required for the position**:
**Experience**:

- Minimum of 3 years in a management role.
- Minimum of 5 years' experience in a high-volume call center or helpdesk environment.
- Relevant experience in the Telecommunications industry will be beneficial.

**Skills and competencies**
- Proven competency in strategic and tactical thinking, including the ability to analyze complex situations, identify and prioritize goals, and develop effective plans to achieve them.
- Ability to effectively communicate (verbal and written) and implement plans.
- Results orientation and drive.
- Analytical thinking and problem solving.
- Decision making and sound judgment.
- Resilient, adaptable, and self-aware.
- Leadership and People Management (plan, organize, lead and control).
- Must be willing to travel within the Regional district.

**Qualifications**:

- Grade 12
- Bachelor's Degree in Business, Administration, Marketing, or a related filed advantageous.
- Other qualifications or training in Call Centre Management or Customer Care would be beneficial.
- If you meet the above requirements and you would like to join our team, please submit your CV with contactable references._

**_PLEASE NOTE:_

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