Support Supervisor

6 months ago

Pretoria, South Africa Green Marble Recruitment Consultants Full time

Elevate your career and lead the charge in customer support excellence We're in search of a dynamic Support Supervisor to steer our call center team to new heights. If you have a passion for empowering agents, delivering exceptional customer experiences, and thrive in a fast-paced environment, this is your chance to be the driving force behind our commitment to unparalleled service. Step into the spotlight and join us in revolutionizing customer support

**Minimum Requirement**
- Matric.
- Relevant Management or Contact Centre Certifications.
- Min of 3 years’ experience in a Call Centre Management or Supervisory role.
- CRM system experience (i.e., Salesforce).
- E-commerce platforms (big commerce, Shopify).
- Excellent English skills with neutral tonality.
- Conversion rates and sales funnels experience.
- Monitoring and measuring of performance metrics skills.
- Proficient in Google Suite.
- Performance and probation management.
- Relevant labour legislation.

**Responsibilities**

**Planning and Reporting**
- Liaise with the manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions, and recommending objectives as required.
- Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements.
- Monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on performance on key metrics to management satisfaction.
- Ensure the level of performance on key metrics is achieved to management satisfaction.
- Assist in maintaining team shift schedule - manage exceptions of the team schedule.

**Team Supervision**
- Responsible for the supervision of Product Experts.
- Ensure active management of the team’s KPIs with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of the performance of team members with scheduled, regular check-ins, performance appraisals, and required documentation.
- Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance.
- Manage Salesforce CRM and the assignment of tasks and priorities.
- Enhance and encourage a culture of excellent customer service.
- Cultivate and maintain a healthy and effective team culture, in accordance with our values.

**Sales**
- Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
- Ensure agents action inbound sales calls according to the procedure.
- Drive the upsell of additional products to existing or (and prospective) customers.
- Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
- Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
- Assist in achieving set revenue goals and targets.

**Customer Support**
- Managing escalations from the agents to solve problems for end users and escalate to the manager when necessary.
- Manage customer cases and complaints in the CRM.
- Handle escalated queries with discretion and efficiency.
- Ensure agents maintain a high first contact resolution rate, without compromising customer care.
- Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
- Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
- Ensure that most Lexie users have gone through the onboarding process (where possible).
- Ensure agents transfer/relay queries to the Fulfilment or Debtors team in a timely manner.
- Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
- Assist with and resolve, as far as possible, any audiological queries or challenges.
- Ensure the retention programme is actioned appropriately and thoroughly.

**Customer Experience**
- Ensure customers have a positive view of the company and the customer support team and processes.
- Solve problems as effectively and efficiently as possible by reducing the time spent with each query and encouraging the same behaviour within the team.
- Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage the same behaviour within the team.
- Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board.
- Ensure agents gather customer feedback via post-call reviews and the Lexie Rewards program.
- Actively communicate with other staff members to ensure best-practice customer satisfaction.
- Ensure a

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