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Customer Support Director Position

1 week ago

Johannesburg, Gauteng, South Africa Isilumko Staffing (JHB) Full time

About Isilumko Staffing (JHB)

We are a leading recruitment agency committed to providing exceptional customer service and support to our clients. Our team of experienced professionals is dedicated to delivering tailored solutions that meet the unique needs of each business.

Key Responsibilities:

  • Critical Thinking & Problem Solving: Analyze complex customer issues, develop creative solutions, and implement effective resolutions to maintain customer satisfaction and trust.
  • Leadership & Team Management: Lead, mentor, and support a high-performing team of customer support agents to ensure seamless service delivery and achieve outstanding results.
  • Performance Monitoring & Improvement: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement and drive continuous growth.
  • Innovation & Process Optimization: Identify opportunities to enhance the customer journey and improve service quality through innovative tools, technologies, and process refinements.
  • Customer Insights & Feedback: Analyze customer feedback and trends to develop strategies for enhancing support services, improving customer experience, and driving long-term success.
  • Reporting & Communication: Generate and present reports on customer support performance, including Net Promoter Score (NPS) and other relevant metrics, to stakeholders at all levels.
  • Training & Development: Oversee the training and development of the customer support team, ensuring they possess the necessary skills and knowledge to excel in their roles.

Qualifications & Experience:

  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • 2-3 years of experience in a supervisory or managerial role, preferably in the pathology or healthcare sector.

Key Competencies & Skills:

  • Strong leadership and team management skills.
  • Excellent problem-solving and decision-making abilities.
  • Strong analytical skills with the ability to track and interpret performance metrics.
  • Ability to work under pressure and meet deadlines.
  • Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.