Support Manager

2 weeks ago


Umhlanga Rocks, South Africa 123NET Full time

**Job Title: Customer Support Manager**

**Job Summary**:
As a Customer Support Manager, you will spearhead the seamless functionality of our support department, ensuring a premium level of service is provided to our clientele.

Your core mission is to oversee a robust team of support agents, delivering unparalleled customer service, resolving client concerns, and perpetually refining our support processes.

Your endeavour to uphold high levels of customer satisfaction and instil operational excellence within the support team will be pivotal to our organization's success.

**Key Responsibilities**:
**Team Leadership**:

- Direct and nurture a team of support agents through hiring, training, and performance evaluations.
- Establish transparent performance metrics and provide constructive feedback and coaching to bolster team competency.
- Cultivate a positive, collaborative workspace to drive team unity and enthusiasm.

**Customer Support**:

- Monitor and address customer inquiries and concerns across various communication platforms
- Escalate intricate or unresolved issues to senior management or pertinent departments, ensuring comprehensive resolution.

**Quality Assurance**:

- Implement and uphold quality assurance protocols to ensure consistent, high-calibre support in alignment with company policies.
- Review customer interactions to pinpoint recurring issues and unveil opportunities for procedural enhancements.

**Training and Development**:

- Facilitate ongoing training and resources for support agents, ensuring adept knowledge of our products, services, and industry best practices.

**Reporting and Documentation**:

- Compile and present reports on support team performance to senior management, fostering data
- driven improvements.
- Maintain meticulous records of customer interactions, concerns, and resolutions, promoting a culture of transparency and continuous learning.

**Cross-functional Collaboration**:

- Engage with various departments to address customer concerns, disseminate insights, and augment the overall customer experience.

**Requirements**:

- Bachelor's degree in a relevant field (business, management, etc.) or comparable work experience.
- Demonstrable experience in a customer support role, with a history of surpassing customer satisfaction objectives.
- Prior experience in a leadership or managerial capacity.
- Possession of a driver’s license.
- Comfortable with working at heights.
- Stellar communication and interpersonal skills.
- Robust problem-solving prowess and a keen eye for detail.
- Proficiency in customer support software and tools.
- Familiarity with relevant (fibre) industry standards and regulations.
- Agility to adapt to evolving business demands and thrive in a dynamic, fast-paced setting.

**Salary**: R12,000.00 - R16,000.00 per month

Ability to commute/relocate:

- Umhlanga Rocks, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)



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