Customer Support Manager

Job Description

We're on the lookout for a Customer Support Manager to oversee our vibrant support team in Cape Town. Your primary goal will be to ensure optimal customer satisfaction by leading strategies that enhance service delivery. If you're passionate about customer experience and have a knack for managing teams, we want you!

Responsibilities

• Develop metrics for assessing customer satisfaction.
• Conduct regular team meetings to ensure alignment.
• Foster a positive team environment that encourages collaboration.
• Utilize CRM tools to track customer interactions and issues.
• Prepare regular reports on customer service performance.
• Engage with key stakeholders to promote customer-centric initiatives.

Requirements

Education

• Bachelor's degree in a relevant field
• Master's degree in Management is an advantage

Experience

• 5+ years in customer service roles, with experience in team leadership

Technical Skills

• Customer Support Software
• Microsoft Office Suite

Soft Skills

• Communication
• Empathy

Certifications

• Certified Customer Experience Professional (CCXP)
• Lean Six Sigma Green Belt Certification

Languages

• English: Fluent

Advantageous

• Experience with omnichannel support systems: Knowledge of providing support across various platforms seamlessly.
• Understanding of customer support metrics: Familiarity with KPIs that measure customer satisfaction and team performance.

Benefits

• Comprehensive health and wellness programs
• Retirement plan with contribution matching
• Regular team-building activities
• Inclusive workplace culture

Company Culture

• Diversity: We embrace diversity in our hiring and create an inclusive environment.
• Continuous Improvement: Our commitment to continuous improvement means we are always learning and evolving.
• Customer-Centric Focus: Every decision we make keeps the customer in mind.