Customer Service Operations Manager

2 weeks ago


Stellenbosch, Western Cape, South Africa Kerridge Commercial Systems South Africa Full time

Kerridge Commercial Systems South Africa is seeking a skilled Customer Service Operations Manager to lead our Support team in Western Cape, Stellenbosch. This role involves overseeing the daily operations of the Support team, ensuring timely and efficient resolution of customer issues.

About the Role:

As a Customer Service Operations Manager at Kerridge Commercial Systems South Africa, you will be responsible for managing the Support team, which includes recruiting new personnel, developing them effectively, and ensuring they are trained on time. You will also provide motivational leadership, implement staffing models, and ensure the team follows standard procedures.

Responsibilities:

  • Recruit and develop Support team members with assistance from Incident and Problem Managers.
  • Provide inspirational leadership to achieve targets and customer service excellence.
  • Implement staffing and scheduling models for guaranteed global business coverage.
  • Ensure high-quality support service adherence to Service Level Agreement (SLA) and Service Level Objectives (SLO).
  • Assist with Corporate-based customer queries and meetings.
  • Pro-actively review the service provided to customers and improve it through service review meetings and calls.
  • Analyse Support team activity to increase organisational efficiency and effectiveness.

Requirements:

  • Prior experience in Support or Helpdesk roles.
  • Line Management experience.
  • Experience leading customer meetings.
  • Microsoft operating systems knowledge.
  • National & International Travel.

Estimated Salary:

The estimated salary range for this role is R1,200,000 - R1,500,000 per annum, depending on experience.


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