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Digital Support Manager

1 week ago

Durban, KwaZulu-Natal, South Africa SavageOne Pty Ltd Full time
About the Job

We are seeking a highly skilled Digital Support Co-ordinator to join our dynamic team. As a key member of our operations, you will be responsible for managing our FreshDesk and FreshChat support lines, ensuring exceptional service levels for our clients.

This role involves working closely with our marketing and technical teams to align client support strategies with overall business objectives. You will also train and guide other team members on best practices for customer support on FreshDesk and FreshChat.

Key Responsibilities:

  • Manage daily operations on FreshDesk and FreshChat platforms.
  • Serve as the first point of contact for our clients.
  • Maintain a deep understanding of our products and services.
  • Monitor and analyse customer service metrics.

Requirements:

  • Proven experience in customer support or a related field.
  • Strong communication skills, both verbal and written.
  • Excellent problem-solving skills.
  • Familiarity with CRM systems and practices.
Dimensions of the Job

This role involves managing digital technologies, marketing technology, software solutions, and data analytics.

Key Performance Areas:

  • Achieving Operational Objectives.
  • Maintaining Effective Communication.

Knowledge & Technical Skills Required:

  • Diploma or equivalent in a related field.
  • 2-5 years of experience in FMCG, marketing, digital marketing, agency, or brand.
  • Customer care & support experience critical.
  • Digital campaign support experience mandatory.
  • Superior communication skills, both internal and client-facing.