Customer Support Supervisor

Job Description

We are seeking a proactive Customer Support Supervisor to lead our customer support team in Cape Town. In this role, you will manage a team of support representatives, ensuring high-quality service and timely resolutions of customer inquiries. The ideal candidate will possess excellent interpersonal skills and a knack for problem-solving.

Responsibilities

• Lead the customer support team, ensuring high-quality service delivery.
• Conduct regular training sessions to keep the team updated on products and services.
• Evaluate team performance and identify areas for improvement.
• Coordinate with other departments to resolve complex customer issues.
• Establish performance metrics and KPIs for the support team.
• Manage scheduling and staffing needs to ensure adequate coverage.
• Foster a customer-first culture within the support team.
• Compile and analyze data on support activities to identify trends.
• Provide input into the development of new customer service technologies.

Requirements

Education

• Bachelor's degree in Business Administration or related field
• Relevant certifications in customer service are a plus

Experience

• 3-5 years of experience in customer support, including supervisory experience

Technical Skills

• Customer Relationship Management (CRM) software
• Data analysis tools

Soft Skills

• Leadership
• Communication

Languages

• English: Fluent
• Afrikaans: Conversational