Customer Support Manager

Job Description

We're on the lookout for a Customer Support Manager who is passionate about leading our customer service team in Durban. The ideal candidate will be responsible for overseeing daily operations, ensuring our customers receive the highest level of service and satisfaction. You will develop and implement strategies to enhance customer experience and resolve issues efficiently.

Responsibilities

• Lead a team of customer support agents and provide ongoing coaching.
• Analyze customer feedback to identify areas for improvement.
• Develop strategies for customer engagement and retention.
• Coordinate with the marketing team to align support initiatives.
• Track key performance indicators to measure effectiveness.
• Ensure the team meets service level agreements.
• Conduct regular team meetings to discuss challenges and strategies.
• Maintain documentation of customer interactions for quality assurance.
• Build relationships with key customers and stakeholders.
• Contribute to product development feedback based on customer insights.

Requirements

Education

• Bachelor's degree in Communication or related field
• Relevant certifications in customer support management.

Experience

• 3+ years in supervisory or management role in customer support

Technical Skills

• Escalation Management
• Quality Assurance

Soft Skills

• Conflict Resolution
• Time Management

Certifications

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

Languages

• English: Fluent
• Afrikaans: Conversational

Advantageous

• Proficiency in multiple languages: Ability to converse in multiple languages to cater to a diverse clientele.
• Experience in managing remote support teams: Familiarity with leading teams that work in a remote setup.

Benefits

• Generous employee discounts on products and services
• Wellness programs and resources
• Flexible working hours
• Support for further education and certifications

Company Culture

• Diversity and Inclusion: We celebrate diversity and are committed to creating an inclusive workplace.
• Continuous Improvement: Our commitment to improvement ensures we constantly learn and grow.
• Work-Life Balance: We value balance and offer flexibility to accommodate personal needs.