Customer Service Director
4 days ago
**Job Description:**
We are seeking a highly skilled Customer Service Director to lead our phone center operations at Arvo.
**Company Overview:**
Arvo is an innovative and dynamic Real Estate Brokerage located in South Africa. We strive to be the forefront brokerage brand globally, driven by professionalism, forward-thinking, and results.
**Key Responsibilities:
- Oversee the day-to-day operations of the outbound and inbound call centers.
- Develop and implement strategies to improve call center performance and achieve key performance indicators (KPIs).
- Manage, train, and mentor call center staff to ensure high levels of customer service and operational efficiency.
- Monitor call center metrics and prepare regular performance reports for senior management.
- Handle escalated customer issues and provide effective resolutions.
- Collaborate with other departments to ensure a seamless customer experience.
- Implement and maintain call center technology and software to optimise operations.
- Ensure compliance with company policies, industry regulations, and quality standards.
- Conduct regular team meetings and performance reviews.
- Recruit and train call center staff.
**Requirements:**
- Minimum of 2-5+ years of experience in a call center management role.
- Proven track record of successfully managing outbound and inbound call center teams.
- Strong leadership and team-building skills.
- Excellent communication and interpersonal skills.
- Proficiency in call center software and technology.
- Ability to analyse data and make informed decisions to drive performance.
- Strong problem-solving skills and ability to handle high-pressure situations.
- Flexibility to work in a fast-paced and dynamic environment.
- IT skills are essential for managing call center systems and tools.
- Own Laptop & Transport.
**Benefits:**
We offer a competitive salary and benefits package, including a monthly salary of R35 000 to R40 000, depending on experience.
**Why Work with Us:**
At Arvo, you will have the opportunity to work in a supportive and innovative environment where your ideas are valued. You'll have the chance to work on exciting projects and grow both personally and professionally.
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