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Customer Service Supervisor- Rustenburg

2 months ago

Rustenburg, South Africa Career Circuit Full time

**Job description**:
**Provide an exceptional customer experience**:
Ensure all requests and queries sent to the vaxes are attended to within agreed SLAs.

Provide timeous feedback to all internal and external customers and partners regarding the progress and resolution of all queries and requests.

Develop and encourage strong cohesion between CSRs and the sales teams in support of excellent customer service.

Regular interaction with sales managers to ensure required support and service is being delivered.

Critically evaluate support processes across all channels on a regular basis to enhance efficiencies.

**Supervise the team**:
Utilise team effectively and efficiently to deliver optimal service and support to all customers and partners, as well as sales teams and sales managers.

Regular interaction to ensure team is productive and motivated.

Monitor and manage productivity reports.

Conduct formal KPAs on a bi-annual basis.

Ensure training and development is implemented in line with team requirements.

**Manage the OPEX budget for the area office**:
Manage petty cash and petty cash claims.

Manage all POs for the area.

Manage area office purchases and expenses.

**Administration and reporting**:
Compile and submit daily/weekly/monthly reports including, but not limited to, Qlikview/Qliksense, COO, Sales Productivity, Remittances, etc.

General office administration including management and timeous reporting of system and telephone issues to minimise downtime.

Custodian of office information displays and posters, etc.

Management of general repairs and maintenance at the Rustenburg office.

**Minimum requirements**:
Matric and at least 3 years experience in a Team leader or Supervisory role of at least 5 staff.

Experience in a CRM role is compulsory.

Knowledge of telematics products and systems would be advantageous.

Strong communication and writing skills.

Strong numeracy skills and budget management.

Strong interpersonal and motivational skills.

Ability to work independently and in a highly pressurised environment.

Computer Literacy (MS Office Suite, MS Outlook).