Product Support Supervisor

Tracker South Africa • Other • Randburg, Gauteng, South Africa • $200 - $300 / year • 17h ago

Tracker requires the services of a Supervisor in the Customer Experience (Product Support) Department at Tracker Head office, based in Johannesburg. We require a diligent and hard-working individual, who can be a part of a highly motivated and pressurized environment.

Responsibilities:

Ensure that telephonic requests received within the Customer Experience Product Support are handled efficiently and that company requirements of AB rate & Service Levels are maintained.
Ensure that electronic requests are handled efficiently, and service level agreements and standards are maintained.
Take ownership of escalated queries and ensure query resolution through liaising with all necessary parties and providing timeous feedback to customers.
Provide daily assistance with call retrieval requests if the need arises.
Effectively manage resources in own team to help other teams in Customer Experience when required.
Ensure meeting of team targets/deadlines as per Key Performance Agreement and manage non-adherence according to set guidelines.
Maintain records of attendance, manage leave and timekeeping, and address misconduct accordingly.
Uphold administrative staff files including all policies and procedures.
Collate and analyze statistics on a daily, weekly, and monthly basis.
Collate and discuss KPA’s and implement Performance evaluation and PDP’s where applicable.
Conduct daily spot checks on agent performance through call listening and “on the job” coaching.
Ensure staff are continuously updated with current and new products, procedures, and processes through meetings, training sessions, and up-to-date SOP’s.
Daily monitor and follow up/coaching on individual QA scores, targets, and telephone states when the desired outcomes are not achieved.
Identify concerns or trends within the department, investigate, and propose possible solutions for problems.
Continuously implement staff motivation through creative and innovative ideas.
Interact and build relationships with all Internal Departments and Management.
Provide daily performance reports to the manager including any concerns noted and action taken.
Assist with any other tasks or duties assigned by the Manager as the need arises to ensure exceptional and efficient service such as Data integrity campaigns, handling of any Customer Experience calls or electronic communication within Product Support.

Minimum Requirements:

Matric
2-4 years Supervisory experience in customer service (Inbound).
Excellent understanding of telephony monitoring systems and interpretation of reports.
Advanced knowledge of the following systems required: CDS, CRM, Skytrax.
Technical knowledge (Skytrax reports, Master, TEMS, TX, Helpdesk, Access forms).
A passion for customer service and a professional attitude at all times.
Excellent product and systems knowledge.
Advanced MS Office proficiency.
Excellent interpersonal skills.
Work accurately with a high level of attention to detail.
Ability to work under pressure.

Benefits: Medical aid, Provident fund.

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.

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