Head of Customer Support

1 week ago

Cape Town, South Africa Armstrong Appointments Full time

**Our client provides standardised rooftop solar solutions to households at an affordable fixed monthly subscription. They are the largest owner of residential-sized PV systems in South Africa. To continue the fast growth and retain their top spot, they need to ensure that they not only offer the best products, but also give customers the best experience in the industry**.

**Main job function**

Head of Customer Support will be heading a team of approximately 10 dedicated individuals, and work closely with the CTO as well as the head of operations and head of compliance in order to strengthen this important area of the business.

Key Responsibilities:

- Develop and implement a support strategy to enhance customer satisfaction
- Manage and lead a team of support agents
- Create a level 2 support
- Hire and train staff
- Ensure that the company’s rating are amongst the best in the industry
- Ensure tickets are resolved within 48 hours, abandoned phone calls below 3% and that the team can be reached 24/7 for urgent queries

Qualifications:
**Qualifications**

Bachelor’s Degree preferred

**Experience**:
**Experience/Criteria**
- Exceptionally strong interpersonal skills.
- Ability to keep the team motivated in tough periods, and calm down irate customers
- Strong analytical skills for regular reporting, analysis of support performance and performance improvement
- Ability to quickly solve problems in a fast-paced, dynamic environment
- Experience in the solar industry - A strong understanding of solar works or from the energy industry will be seen as an asset
- Experience of managing teams (at least 5 years)

This is an excellent opportunity for an experienced professional to take their career to the next level and make a real impact within the rapidly growing South African residential solar industry.

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