Customer Service Director

4 days ago


Cape Town, Western Cape, South Africa Arvo Full time

**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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