Product Support Supervisor

2 days ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001319

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet

**Job category**:Customer Service

**Location**:Randburg

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:Yes

**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**:

- Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
- Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
- Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
- Daily assistance with call retrieval requests if the need arise.
- Effectively managing of resources in own team to help other teams in Customer Experience when required.
- Ensure meeting of team targets / deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines.
- Maintaining records of attendance, management of leave and time keeping as well as managing of misconduct accordingly.
- Upkeep of administrative staff files including all policies and procedures.
- Collation and analysis of statistics on a daily / weekly and monthly basis.
- Collation and discussion of KPA’s and implementation of Performance evaluation and PDP’s where applicable.
- Daily spot checks to be done on agent performance through call listening and “on the job” coaching.
- Ensuring staff are continuously updated with current and new products, procedures and processes through meetings, training sessions and up to date SOP’s.
- Daily monitoring and follow up / coaching on individual QA scores, targets, telephone states when the desired outcomes are not achieved.
- Identify concerns or trends within department, investigate and propose possible solutions for problems.
- Continuous implementation of staff motivation through creative and innovative ideas.
- Be able to interact and build relationships with all Internal Departments and Management.
- Provide daily performance reports to the manager including any concerns noted and action taken.
- Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support.

**Minimum requirements**:

- Matric
- 2-4 years Supervisory experience in customer service (Inbound).
- Excellent understanding of telephony monitoring systems and interpretation of reports
- Advance knowledge on the following systems required:

- CDS, CRM, Skytrax
- Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms)
- Aspect & Webrecall
- A passion for customer service and a professional attitude at all times.
- Excellent product and systems knowledge.
- Advanced MS Office proficiency.
- Excellent interpersonal skill
- Work accurately with high level of attention to detail.
- Ability to work under pressure.

**Benefits**:Medical aid, Provident fund

  • Quality Assurance Coach

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001184 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards...

  • Product Support Agent

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001217 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units....

  • Application Support Supervisor

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001077 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Application Operations and Maintenance**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: As an Application Support Supervisor, you will be responsible for the advanced...

  • IT Application Support Supervisor

    6 months ago

    Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    IT Application Support Supervisor - AA/EE - Randburg Minimum requirements: Matric or Equivalent certification required. - IT diploma or IT related Certification is required. - N+ (preferred) | A + (preferred). - ITIL V4 Foundation (required). - Microsoft SQL Training and certificate is a must. - 2-3 years of in depth product knowledge (CRM, IEvolve, CDS,...

  • Agent: Customer Experience

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_000960 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker units....

  • Product Support Agent-

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001168 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Fixed Term Contract**Remuneration**:Market Related**EE position**:Yes**Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of...

  • Quality Assurance Coach

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001204 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: **Job description**: - Document and evaluate all assessments using the scorecard against specified...

  • Product Support Agent- Fixed Term Contract

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001218 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Fixed Term Contract**Remuneration**:Market Related**EE position**:No**Introduction**: Providing Support to all Consumer and Corporate clients on the functionality/health of Tracker...

  • Load and Haul Supervisor Internship

    6 months ago

    Randburg, South Africa Tulisa Cables Full time

    Job description - Ensure that any accident/ incident/breakdown is reported to the relevant Supervisor immediately. - Responsible to ensure safe profitable production to plan. - Responsible to ensure the correct booking of hour meters on the daily report after shift. - Responsible to ensure accurate time and attendance keeping of personnel on shift. -...

  • Digital Document Production Specialist

    2 months ago

    Randburg, Gauteng, South Africa Telebest Full time

    Job Summary:We are seeking a skilled Digital Document Production Specialist to join our team at Telebest.Key Responsibilities:Receive production orders and job assignments from supervisors.Verify substrate and quantity to be printed according to job orders.Solve imaging problems and make adjustments to mechanical operations of devices.Set up printers...

  • Supervisor - Customer Value Maximization

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001203 **Listing status**: Online **Position summary**: **Industry**:Telecommunication Services**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: Tracker has been South Africa’s leading vehicle tracking company since the...

  • Installation Supervisor

    4 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001272 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Supervising**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: **Job description**: - Ensure that the Technicians and Quality Assurers have a good understanding of the...

  • Acquisitions Supervisor

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001185 **Listing status**: Online **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 Acquisitions Department at...

  • IT Network Monitoring Supervisor

    7 months ago

    Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    IT Network Monitoring Supervisor - AA/EE - Randburg Minimum requirements: - 7 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment). - Minimum 2 years’ supervisory experience - N & A Certified | MSCE | MCSA - ITIL Foundation v3 or v4 - Incident management certification Salary offer:...

  • Call Centre Supervisor

    6 months ago

    Randburg, South Africa Shoprite Group Full time

    **Purpose of the Job**: The purpose of Call Centre Supervisor role is to supervise and co-ordinate a team of Call Center Agents, ensuring efficient and effective customer service delivery, adherence to company policies, and achievement of performance targets by providing high-quality customer service. **Job Objectives**: **All aspects of overseeing Call...

  • Product and Support Operations Manager

    7 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To identify and implement enhancements on existing products and procedures as well as effectively manage all operational aspects of the specific product - Contribute to the development of area specific budgets to minimize expenditure, in alignment with operational plans - Manage an integrated service excellence culture, which builds...

  • Installation Quality Supervisor

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001135 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Supervising**Location**:Randburg**Contract**:Permanent**Remuneration**:MARKET RELATED**EE position**:Yes**Introduction**: **Job description**: **RESPONSIBILITIES** **Innovation** - Consistently come up with ideas on how to...

  • Store Supervisor

    3 weeks ago

    Randburg, South Africa Signature Cosmetics Full time

    Job title : Store Supervisor - RandburgJob Location : Gauteng, RandburgDeadline : December 11, 2024Quick Recommended Links Jobs by Location Job by industries RESPONSIBILITIES Create a welcoming, inspirational, and personalised experience for all customers Drive sales and turnover by motivating and inspiring the team members to achieve sales targets Ensure...

  • Store Supervisor

    2 weeks ago

    Randburg, South Africa Signature Cosmetics Full time

    Job title : Store Supervisor - Randburg Job Location : Gauteng, Randburg Deadline : December 11, 2024 Quick Recommended Links Jobs by Location Job by industries RESPONSIBILITIES Create a welcoming, inspirational, and personalised experience for all customers Drive sales and turnover by motivating and inspiring the team members to...

  • Accounts Payable Supervisor

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001223 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Financial Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Tracker requires the services of an Accounts Payable Supervisor reporting to the Financial...