Product Support Supervisor

3 weeks ago


Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:Telecommunication Services
- **Job category**:IT and Telecommunications**Location**:Randburg
- **Contract**:Permanent**Remuneration**:Market Related
- **EE position**:No**Introduction**:
Tracker requires the services of a Supervisor in the Customer Experience ( Product Support) Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

**Job description**:
**Responsibilities**:
**1. Customer Service Delivery**
- Handling of escalated customer complaints
- Investigate all customer complaints,
- Provide feedback to clients on complaints received
- Analyse route cause of all complaints
- Implement preventative measures to avoid re-occurrence
- Monitor Aspect stats
- Monitor quality of calls, update procedures to continuously uplift standards

**2. Ensure daily stats are met**
- AB Rate
- SL (98%)
- Health Checks (New cases, History cases)
- Opening of SR’s
- IEvolve and VAX’s

**3. Manage turnaround times as per department SOP’s**
- Ensure that staff are available to assist customers
- Ensure quality & accuracy of data capturing & voice calls
- Identify and document process gaps with the help of the Skills Coach.
- Constantly ensuring that the SOP is valid and creating more white space

**4. People Management**
- Staff availability
- Staff Development
- General HR Processes
- Incentive Program - Reward & Recognition
- Monitor call quality with the help of the QA Coach.

**5. Optimal functioning of Operations**
- Completeness of system capturing
- Monitoring of system availabilities
- Monitoring of customer requests & deliverables
- Monitoring & managing all functions within agreed timeframes
- Monitoring & managing of inboxes/vax’s against agreed timeframes

**Minimum requirements**:
**Experience/Skills/Knowledge**:

- Matric
- 2-4 years Supervisory experience in customer service.
- Broad understanding of vehicle tracking and GSM technology.
- Broad knowledge and understanding of Tracker Systems (CRM, TEMS, TMS.)
- Coaching
- Performance Management
- Disciplinary processes

**Benefits**:Medical aid, Provident fund



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