Customer Support Manager, Other, Cape Town. Company Name: HR Talent Partner. Customer Support Manager - Paarden Island. A renowned Software company is looking for a “Customer Support Manager” to join their team on a full-time permanent basis for their offices in Paarden Island. Excellent compensation package on offer, which consists of a very good base salary and internal career advancement opportunities.

Requirements: Experience with management in a contact centre. A thorough understanding of customer support requirements and metrics, and implementation thereof. Excellent verbal and written communication skills, with the ability to professionally and responsively react to customer queries and represent the brand. Understanding of the Web hosting industry. Project management experience with the ability to plan and execute new initiatives on time and within budget.

Service performance metrics as appropriate e.g., call waiting time, first call resolution, turnaround time. Thorough knowledge of call centre operations and technology & Reporting.

Key Performance Areas: Customer Satisfaction: Encourage agents to receive positive customer reviews which results in referrals & leads. People Management: Align team performance to systems, metrics and targets as per divisional KPI’s. Communication and Feedback: Ensure regular feedback is given to Agents with regards to performance against action plans. Continuous Improvement: Track and report on root causes of customer metrics and implement improvements.

Knowledge Base: Manage the Knowledge Base Administrator & oversee the look and the feel of the knowledge base.

Applying for this position:  Only open to South African citizens.

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If you are interested and qualify for this great career opportunity, send your CV to: careers@hrtalentpartner.co.za