Customer Support Manager

2 weeks ago

Stellenbosch, South Africa Exceed Hr Full time

**Reference: DB 7397**

**Consultant: Dorei Bares**

**Descriptions**:

- Monitoring Improve customer service experience, create engaged customers and facilitate organic growth the exception service delivery.
- Take ownership of customer issues and follow queries through to resolution.
- Set clear customer support objectives and deploy corresponding strategies focus towards meeting those objectives.
- Develop service procedures, policies and standards to guide a growing team of support staff.
- Improve customer service quality results by conducting surveys and analysing query types and data trends, evaluating, and re-designing processes and establishing and communication service metrics and monitoring results.
- Implement production, productivity, quality, and customer service standards. Contribute customer service information and recommendations to strategic plans & operational reviews.
- Monitoring user-generated posts, topics & interactions on the toco support forum. Ensuring that the information shared in these interactions is, technically accurate, not harmful or disrespectful to toco users, and aligns with our company’s policies and procedural guidelines.
- Indexing user-generated content into easily searchable categories, ensuring all toco users are able to find the information they are looking for easily.
- Escalation of any technical bug’s, ensuring that sufficient information is captured before transferring the issue to our technical engineering team.
- Taking ownership of ensuring that the toco support forum is refreshed with the latest product release updates & information.

**Qualifications**:

- Preferably based in or near the Stellenbosch area
- 3- 4 years of customer support management experience
- Strong written and verbal communication and presentation skills essential Experience using Discourse, JIRA Software (advantageous)
- Experience using MS Excel, Keynote, and Google share drive
- Critical thinking and problem solving
- Excellent decision-making and solid judgment to discern good from the bad
- High attention to detail, a sharp eye
- Conflict resolution experience
- Contextual analysis
- Adaptability

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