Customer Service Supervisor - Johannesburg - Service Desk Analyst

Job Description

We are seeking an experienced Customer Service Supervisor to lead our Johannesburg service desk team. The ideal candidate will manage day-to-day operations, ensuring high-quality service and customer satisfaction while supporting the team's professional development.

Responsibilities

• Lead a high-performing service desk team focused on customer service excellence.
• Encourage a positive team culture that promotes accountability and growth.
• Facilitate effective communication between the service desk and other departments.
• Ensure compliance with SLAs and KPIs related to customer support.
• Analyze performance reports to identify trends and implement solutions.

Requirements

Education

• Bachelor's degree in Customer Service Management or similar
• Postgraduate degree is an advantage

Experience

• 4+ years of customer service experience with a supervisory role

Technical Skills

• Data Analysis
• Technical Support

Soft Skills

• Problem-solving
• Time Management

Certifications

• Advanced Certificate in Customer Service
• Customer Service Management Certification

Languages

• English: Fluent
• Zulu: Conversational

Advantageous

• Knowledge of customer service best practices: Implementing best practices to enhance the customer journey.
• Familiarity with customer feedback tools: Experience in using tools to gather customer feedback and insights.

Benefits

• Attractive salary above market average
• Health, dental, and vision insurance
• Employee Assistance Program (EAP)
• Career advancement and growth opportunities

Company Culture

• Innovation: We celebrate creativity and encourage all team members to think outside the box.
• Respect: We maintain a respectful workplace where everyone’s voice is valued.
• Community Engagement: We actively support community initiatives and encourage team involvement.