Product Support Team Lead

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

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.
Requirements:
  • 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.



  • Randburg, Gauteng, South Africa Recruitment Matters Full time

    Recruitment Matters is seeking a highly skilled and experienced Production Team Lead to oversee the smooth operation of our dairy production facility.About the RoleThe successful candidate will be responsible for leading a team of production staff, ensuring that all products meet the highest quality standards and are produced efficiently.Main...

  • product support

    2 weeks ago


    Randburg, Gauteng, South Africa Pronto Labour Team Full time

    CAPITAL EQUIPMENT / FORKLIFT Industry ExperienceMinimum 3-5 YearsSales Experience / Technical or Product KnowledgeProficient in MS OfficeAccountable for achievement of workshop targetsSale of Equipment, Parts & ServiceAbility to work at a senior levelDevelopment of New / Potential CustomersEffective AdministrationGenerating & Submitting Quotes / Call Reports...


  • Randburg, Gauteng, South Africa Mintek Pty Ltd. Full time

    Job OverviewMintek Pty Ltd is seeking a highly skilled IT Support Team Lead to manage and oversee the daily operations of the service desk team. The successful candidate will be responsible for addressing technical and ICT support requirements, resolving ICT-related issues, and maintaining high-quality service delivery to internal clients.Key...


  • Randburg, Gauteng, South Africa Mdkappointments Full time

    At MDK Appointments, we are seeking an experienced and skilled individual to join our Technology Department as a Application Support Supervisor. This key role requires a self-starter with excellent communication skills and the ability to lead a team of application support professionals.Job Requirements:Must have Matric or equivalent certification.Hold an IT...


  • Randburg, Gauteng, South Africa Network Recruitment Full time

    We are looking for a highly skilled Customer Support Team Leader who can provide strategic leadership to our support team.The ideal candidate will have a proven track record of delivering excellent customer service and experience in team management.As the Head of Customer Support, you will be responsible for developing and implementing strategies to improve...


  • Randburg, Gauteng, South Africa Micromine Full time

    An established multinational business, that is growing fast, with great benefits :A generous salary with opportunities for professional development.Hybrid work options to balance work and home life.Health cover and pension contributions21 days Paid Vacation and 10 days paid Personal Leave (i.e. Sick / Carer Leave)A team first culture and the opportunity to...


  • Randburg, Gauteng, South Africa Mdkappointments Full time

    Job OverviewOur company, MDK Appointments, requires a highly skilled and experienced individual to fill the role of Application Support Supervisor. This position involves providing top-notch technical support to our clients and ensuring the smooth operation of our application systems. The successful candidate will possess excellent leadership skills, be able...


  • Randburg, Gauteng, South Africa Ananzi Full time

    A leading company in the Food Manufacturing industry in Gauteng and within the Johannesburg area, is seeking a dedicated and experienced Production Team Leader to join our dynamic team.With a reputation for excellence and a commitment to delivering high-quality services, we rely on the expertise of our Production Team Leader to lead, motivate, and train the...


  • Randburg, Gauteng, South Africa Pronto Labour Team Full time

    About UsPronto Labour Team is a leading provider of labour solutions in the FMCG industry.Job SummaryWe are seeking an experienced Marketing Manager to join our team and drive business growth through effective marketing strategies.Key ResponsibilitiesDevelop and implement comprehensive marketing strategies to achieve business objectives.Manage a team of...


  • Randburg, Gauteng, South Africa NedBank Full time

    Job OverviewWe are seeking a skilled professional to fill the role of Product Development Lead. As a key member of our team, you will be responsible for overseeing and providing support with regards to the products and platforms that are covered in the Product Houseview.


  • Randburg, Gauteng, South Africa Iress Full time

    Iress is looking for an Engineering Team Lead to join our team and contribute to the development of cutting-edge software solutions.This role involves leading a team of engineers, combining technical leadership with people management to ensure high-quality software development, while also managing work within the team, fostering innovation, and proactively...

  • Team Lead

    2 weeks ago


    Randburg, Gauteng, South Africa Telesure Investment Holdings Pty Full time

    Team Lead: VAPS Sales - Afrikaans Join TIH, home to some of South Africa's leading financial service providers, and grow your career while being part of an organisation with purpose.Job Purpose: Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant.Need a solid knowledge of...

  • Insurance Team Lead

    3 days ago


    Randburg, Gauteng, South Africa NedBank Full time

    About the RoleWe are seeking a highly skilled Insurance Team Lead to join our Nedbank Wealth Cluster team. As an experienced leader, you will be responsible for managing and leading call centre agents to achieve their deliverables in line with our business strategy.Key ResponsibilitiesQuality and Productivity: Ensure that call centre agents meet the...

  • Sales Team Lead

    2 weeks ago


    Randburg, Gauteng, South Africa Ares Holdings Full time

    About the RoleAres Holdings is seeking a highly skilled Sales Team Lead to join our dynamic retail team.The successful candidate will have a strong background in sales management, team leadership, and customer service delivery.Key Responsibilities:Lead the sales team to achieve sales targets and provide exceptional customer service.Develop and implement...

  • Lead Support Engineer

    3 weeks ago


    Randburg, Gauteng, South Africa Absa Group Full time

    Empowering Africa's tomorrow, together…one story at a time.With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job SummaryWork as...


  • Randburg, Gauteng, South Africa Santam Insurance Full time

    Santam Insurance is seeking an experienced Operations Manager to join our team. The successful candidate will be responsible for leading the Operations Digital Support Hub team, providing strong technical expertise, and mentoring to assist the Digital Consultant Support team in their daily operations.The position requires a person who can build and maintain...


  • Randburg, Gauteng, South Africa Multiform Human Development Full time

    At least two (2) years as a Production Team Leader within the Food manufacturing industry.Matric or equivalent NQF level.Own transport.ResponsibilitiesLead and motivate the production operators.Ensure safety of team during the course of operation.Ensure that health and safety guidelines and policies are followed.Carry out the production operators technical...


  • Randburg, Gauteng, South Africa GAP Consulting Full time

    We are seeking a highly skilled Millwright to lead our millwright team as a Team Lead. As a key member of our maintenance team, you will play a vital role in ensuring the efficient operation of our manufacturing facility.Responsibilities:Lead and manage the millwright team, providing guidance and support to team members.Develop and implement preventative...

  • Technical Team Lead

    2 days ago


    Randburg, Gauteng, South Africa Wesbank Full time

    Welcome to Wesbank, the home of innovative solutions. We design for the future and deliver products and services that make us incredibly proud of people who make it happen.Job DescriptionAs a Technical Team Lead, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now's the...


  • Randburg, Gauteng, South Africa LexisNexis (Proprietary) Limited Company Full time

    We are seeking a highly skilled Lead Product Marketer to join our team and take on a leadership role in driving business growth through effective marketing strategies.In this role, you will be responsible for developing and executing marketing plans, analyzing market data and customer insights, and collaborating with cross-functional teams to launch new...