Client Support Leadership Opportunity

1 week ago

Cape Town, Western Cape, South Africa MRI Software Full time
Job Title: Client Support Leadership Opportunity

We are seeking an exceptional Client Support Manager to lead our team of Software Support Agents in Western Cape, Cape Town. This is a fantastic opportunity for a seasoned professional to oversee the performance of our Support Agents and drive strategic initiatives that improve department efficiencies and enhance the client experience.

Key Responsibilities:
  • Team Performance Management: Oversee the performance of our Support Agents against established Client Support goals, ensuring all interactions are handled efficiently and with quality focus.
  • Service Delivery: Monitor phone and e-case queues to ensure calls and cases are responded to within established SLAs, providing coaching and constructive feedback to improve Agent performance.
  • Escalation Process: Participate in the escalation process, working with clients and other departments to resolve complex cases.
  • Communication and Collaboration: Conduct regular meetings with direct reports to address issues, provide updates, and give direction regarding company policies and procedures.
Requirements:
  • Leadership Experience: Previous supervisory or management experience is preferred, with a proven track record of leading high-performing teams.
  • Customer Service Skills: Excellent interpersonal and professional communication skills, both verbal and written, with a strong focus on customer satisfaction.
  • Problem-Solving Ability: Strong problem-solving, leadership, and coaching skills, with the ability to manage multiple tasks and prioritize effectively.
What We Offer:
  • Competitive Salary: R850,000 per annum (based on local market rates and industry standards).
  • Benefits Package: Enjoy a comprehensive benefits package, including medical aid, personal pension plan, parental leave, annual leave, and flexible work arrangements.
  • Professional Development Opportunities: Further your career with our tuition reimbursement schemes and participate in training programs to enhance your skills and knowledge.
About Us:

MRI Software is a leading provider of property management software solutions. We pride ourselves on delivering exceptional service to our clients and creating a positive work environment for our employees.

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