Customer Service/ Operations Manager

Boardroom Appointments | Posted 29-03-2020

Cape Town (General IT)

Job expired

Information Technology, Western Cape CPT - CBD

CTC - CTC

Our client based in Cape Town is looking for Customer Service/ Operations Manager to Manager front and back end aspects of the Contact Centre and the interactions between the service team and the customer. You provide leadership, guidance, and coaching to the team to ensure that the highest standards of customer service are delivered

Minimum Requirements

  • Requires a qualification in Electrical / Electronic / Computer Engineering (Experience in the solar
    industry is strongly preferred) with an IT (Network)background. Degree is preferred.
  • Highly experienced in managing Call Centre infrastructure & business systems
  • Has at least three years of professional experience in managing a Contact Centre
  • Highly developed leadership, coaching and people management skills
  • Excellent influencing, negotiation and relationship management skills
  • Broad experience in a customer service role for technical products.
  • Must be proficient using MS Office and SAP
  • Good English and Afrikaans language skills; German would be highly advantageous
  • Excellent verbal and written communication skills
  • Proactive approach to work, good organizational skills, works well under pressure and with
    deadlines and is a team player
  • Not afraid to roll up the sleeves and be “hands-on”
  • Willing to travel domestically and internationally occasionally
  • Willing to undergo further training in Germany
  • In-depth knowledge of South Africa`s Consumer Protection Act will be highly advantageous

Responsibilities

  • Provide first-class support to the Customer Service department
  • Manage Daily Contact Centre Business
  • Maintain quality service by driving quality and customer service standards; identifying customer
    service problems; identifying trends; recommending system and training improvements
  • Instils a Continuous Improvement Process and adapts processes where necessary
  • Gives Leadership, Guidance and Coaching to the Contact Centre team
  • Handles customer escalations and complaints and finds solutions to meet customer demands
  • Maintains a high level of customer satisfaction
  • Efficiently resolves operational problems, including but not limited to the telephony system, IT
    infrastructure, User access rights and permissions, etc.
  • Provides monthly reports and operational statistics
  • Tracking and achievement of KPI`s
  • Processes Service Sales quotations and invoicing
  • Maintains a good knowledge of SMA’s string inverter products and accessories
  • Maintains a good knowledge of the company`s policies and procedures and ensures they are
    adhered to

Please visit our website at www.boardroom.co.za for more details and to register your C.V.

Ad Visible Until: 26 April 2020

Ref: JHB003665/DH

Vacancy Type: Permanent