Product Support Team Lead
2 weeks ago
Tracker South Africa is seeking a diligent and hard-working individual to join our Customer Experience (Product Support) Department as a Supervisor.
Responsibilities:- Ensure that telephonic requests received within the department are handled efficiently, and company requirements of AB rate & Service Levels are maintained.
- Effectively manage electronic requests, service level agreements, and standards.
- Take ownership of escalated queries, ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.
- Provide daily assistance with call retrieval requests if needed.
- Manage resources in the team to support other departments in Customer Experience when required.
- Maintain records of attendance, manage leave, 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 Key Performance Agreements and implement Performance evaluation and Personal Development Plans 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 SOPs.
- Monitor and follow up on individual Quality Assurance scores, targets, and telephone states when desired outcomes are not achieved.
- Identify concerns or trends within the department, investigate, and propose possible solutions for problems.
- Matric qualification
- 2-4 years supervisory experience in customer service (inbound)
- Excellent understanding of telephony monitoring systems and interpretation of reports
- Advanced knowledge of CDS, CRM, Skytrax systems
- Technical knowledge of Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms
- A passion for customer service and a professional attitude
- Excellent product and systems knowledge
- Advanced MS Office proficiency
- Excellent interpersonal skills
- Ability to work accurately with attention to detail under pressure
Benefits include medical aid and provident fund.
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Production Team Lead
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product support
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