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Product Support Management Position

1 week ago

Randburg, Gauteng, South Africa Tracker South Africa Full time
Requirements

We require a highly skilled and experienced Supervisor to join our Customer Experience Department.

The successful candidate will have 2-4 years supervisory experience in customer service (Inbound) and excellent understanding of telephony monitoring systems and interpretation of reports.

The ideal candidate will possess advanced knowledge of the following systems: CDS, CRM, Skytrax, and technical knowledge of Skytrax reports, Master, TEMS, TX, Helpdesk, and Access forms.

The successful candidate will be responsible for ensuring that telephonic requests received within the Customer Experience Product Support are handled efficiently, and company requirements of AB rate & Service Levels are maintained.

  • Main Responsibilities:
  • Ensure efficient handling of telephonic requests and maintain service levels.
  • Handle electronic requests efficiently and maintain service level agreements.
  • Take ownership of escalated queries and ensure query resolution through liaison with necessary parties.
  • Provide daily assistance with call retrieval requests as needed.
  • Effectively manage resources in the team to support other teams in Customer Experience.
  • Maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly.
  • Uphold administrative staff files including policies and procedures.
  • Collate and analyze statistics on a daily, weekly, and monthly basis.
  • Collate and discuss KPA's and implement Performance evaluation and PDP's where applicable.
  • Conduct daily spot checks on agent performance through call listening and coaching.
  • Ensure staff are updated with current and new products, procedures, and processes through meetings, training sessions, and up-to-date SOP's.
  • Monitor and follow up/coaching on individual QA scores, targets, and telephone states when desired outcomes are not achieved.
  • Identify concerns or trends within the department, investigate, and propose possible solutions.
  • Implement staff motivation through creative and innovative ideas.
  • Interact and build relationships with all Internal Departments and Management.
  • Provide daily performance reports to the manager including concerns noted and action taken.