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Customer Support Manager

2 months ago

Johannesburg, South Africa FOUR POINT 0 Full time
Electrical distributor looking for a Customer Support Manager to join their organisation.

The Customer Support Manager is responsible for managing the customer support team, providing mentorship, leadership and guidance to the team.

Responsibilities:
  • Develop capability and motivate internal staff to support the delivery of projects and strategy.
  • Review and assess training plans for each team member.
  • Present data, recommendations to stakeholders, (including SMT and Directors) gain commitment and implement. measurable customer experience.
  • Identify and implement support process improvements.
  • Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.
  • Manage first contact with prospective customers by evaluating their potential ongoing needs and then either introducing them to the products and services or sharing qualified leads with the relevant colleagues.
  • Monitor and report support metrics (response times, resolution times, satisfaction scores).
  • Encourage and convert customers to our online portal.
  • Ensure quality of advice given to customers is excellent regarding technical issues.
  • Work with sales, technical support, marketing, and product teams to ensure a cohesive customer experience.
Essential Requirement:
  • Bachelor's degree in Business Management, Marketing, understanding of energy and automation products and markets.
  • 5+ years of experience in customer support management and call centres.
  • Minimum 3 years experience in the industrial electrical field preferably within a distribution environment
  • Previous experience in a comparable customer service role in the electrical or industrial automation industry.