Call center supervisor

Cape Town, Western Cape Mass Markets

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permanent
Call Center Supervisor – Mass Markets Position Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. It delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (Xaa S) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. The contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs. MCI is committed to fostering an environment where professionals can build meaningful careers, access continuous learning opportunities, and contribute to the success of a globally expanding organization. M Our Call Center Supervisor will lead the Payables Support team, guiding 15–20 agents who assist customers with
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Customer Support

Cape Town, Western Cape Talent Sam

Posted 17 days ago

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The Customer Support is responsible for the champion of owner’s relationship with the assigned portfolio.

Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing and guest experience team to provide updated information and follow-ups.

Key Responsibilities:

● Be an owner advocate.

● Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes.

● Ensure all communications related to assigned portfolio/market is responded within a timely fashion

o Phone calls: Answer within 3 phone rings or 2 minutes for any missed calls during business hours.

o Emails, Text, WhatsApp, WeChat: Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours.

o Internal communications: actively monitoring Slack & Internal Emails to respond within

▪ 2 minutes for urgent items

▪ 30 minutes for non-urgent items

▪ During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours.

● Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports.

● Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc.) and maintain client database (CRM) to ensure all information is correct and up to date.

● Collaborate with other departments to address owner requests and achieve the highest level of satisfaction.

● Cultivate trust and personal connections with owners to further understand their needs and identify opportunities.

● Manage and develop performance of direct reports.

● Actively communicate with internal team members and cultivate resources to support owner success.

● Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns.

● Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks.

● Stay aware of company goals and strategies to ensure projects align with business priorities.

● Provide creative insights and solutions to address client/organizational challenges.

● Perform additional duties as assigned.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

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Customer support manager

Cape Town, Western Cape Progressive Edge

Posted 1 day ago

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permanent
Overview Cape Town (Southern Suburbs) A fast-growing technology company is seeking a proactive and solutions-focused Customer Support Manager to lead and scale their support function. This role exists to ensure customers consistently receive timely, effective, and friendly assistance, while balancing excellent service with operational efficiency. The Customer Support Manager will be responsible for motivating, supporting, and developing a high-performing team, refining processes, and driving collaboration across departments to elevate the overall customer experience. Responsibilities Recruit, train, and mentor a high-performing customer support team. Set clear performance expectations and conduct regular KPI evaluations. Foster a culture of accountability, learning, and customer-centricity while maintaining a positive team culture. Oversee day-to-day customer support operations, including queue management, SLAs, and ticket escalations. Oversee and maintain help desk systems and knowledge bases. Analyse support metrics and customer feedback to identify areas for improvement. Monitor and enhance support quality through audits, reviews, and coaching. Drive initiatives to improve customer satisfaction and first-contact resolution rates. Ensure complex or high-priority customer issues are owned and resolved. Work closely with Sales, Finance, and Customer Success teams to communicate customer issues and feedback. Coordinate with marketing and training teams to deliver support-related content (FAQs, tutorials, etc.). Identify opportunities for automation and process improvements to reduce response time and increase efficiency. Champion the use of AI, bots, or chat tools to enhance the support experience. Requirements 3-5+ years in a customer support leadership role, ideally in Saa S, tech, or service-based companies. Strong people management skills with a passion for coaching and team development. Strong understanding of customer support metrics and tools. Excellent communication, problem-solving, and conflict-resolution abilities. Calm and focused under pressure, especially in a fast-paced, tech-driven environment. Confident working independently, managing multiple projects and priorities. Passion for creating positive customer experiences. Experience with CRM / helpdesk software (ideally Hub Spot) is a plus. #J-18808-Ljbffr
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Customer support team lead

Cape Town, Western Cape Bash

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permanent
WHAT YOU’LL DO: Lead & Motivate Your Team : Inspire and guide a team of customer support agents, ensuring they meet performance goals and deliver high-quality service to customers. Drive Performance : Track KPIs (CSAT, response time, FCR). Use data to challenge and encourage the team to constantly improve. Coaching & Development : Provide regular coaching, feedback, and performance reviews. Develop personalized improvement plans for agents to support growth and performance. Process Improvement : Identify inefficiencies and streamline processes to enhance team effectiveness and customer satisfaction. Escalation Handling : Resolve complex customer issues and escalate when necessary to maintain top-notch customer experience. Team Development & Engagement : Foster a positive team culture, engage with agents to promote morale, reduce turnover, and build a high-performing team. Support Coverage : Manage shift planning for optimal coverage, especially during peak periods. Monitor real-time performance to meet service levels. QA & Compliance : Conduct regular contact audits and ensure adherence to policies and compliance standards. Employee Wellbeing : Address team stress points and people-related challenges to ensure a smooth operation and positive work environment. Reporting & Collaboration : Provide updates to leadership on team performance, identify trends, and collaborate with cross-functional teams. WHO YOU ARE: This job is for you if you have: Matric (Essential) Experience : 2+ years of people management and call center experience; 1-2 years in e Commerce support. Tech-Savvy : Proficient in CRM systems (e.g., Freshdesk, Zendesk) and Google Suite. Leadership : Strong coaching and mentoring skills, with a focus on performance and development. Customer-Focused : Ability to understand both customer and agent needs to improve processes and experiences. Results-Oriented : Proven track record in achieving team goals and maintaining high-quality service. Organised : Strong time management and multitasking skills in a fast-paced environment. Skills you already have: Well spoken and can communicate clearly & concisely Solution Finder Resourceful - Enjoy research and learning Basic understanding of math & numeracy Strong organizational and time management skills Internet savvy, familiarity with e-commerce Must have a sense of urgency, be self-motivated, and be proactive JOINING THE BASH TEAM We empower our people to choose where they would like to do their best work, with the tools they need to get there. We also encourage travel so we can make magic happen face to face . Our offices are a vibe, decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more. BASH PERKS Our perks are supercharged by intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country. Best of the Best - The wealth of talent we have will surprise and inspire you Security within a startup - The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in. Agency and Optionality - Use the ambition and collective force of our talent to drive your career in the direction you dream. Connection and Friendship - We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes. Top $ - The best people, in the right roles, earning at the top tier. Your Time - We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it. Exclusive Shopping Discount - Save when you shop across over 500 brands in-store and on bash.com. Apply for this job #J-18808-Ljbffr
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Senior Customer Support Manager

Cape Town, Western Cape Talent Sam

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The Senior Customer Support Manager is a key leadership role within the Owner Experience team, responsible for managing high-profile homeowner accounts while overseeing and developing a team of 10 professionals. This role focuses on ensuring exceptional owner satisfaction and retention, driving operational efficiency, and fostering a culture of continuous improvement and professional growth within the team. The Senior Customer Support Manager works closely with leadership to implement best practices, optimize department performance, and maintain strong relationships with property owners.

Key Responsibilities:

Owner Account Management:

● Serve as the primary point of contact for high-profile homeowners, ensuring their needs are met with the highest level of service and responsiveness.

● Advocate for property owners by proactively communicating investment performance, policy changes, and operational updates.

● Collaborate with internal teams to address and resolve homeowner concerns efficiently and effectively.

● Analyze financial reports and provide insights to homeowners regarding their property's performance, identifying areas for optimization.

● Develop strategic solutions to enhance owner satisfaction and retention. People Leadership & Development:

● Develop strategic solutions to enhance owner satisfaction and retention.

● Provide mentorship, coaching, and guidance to Account Executives and Owner Relations Officers, ensuring they excel in their roles.

● Lead regular team meetings, one-on-one performance reviews, and training sessions to drive individual and team success.

● Establish clear performance expectations, monitor progress, and support career development opportunities within the department.

● Foster a collaborative and solutions-oriented team culture that prioritizes owner satisfaction and operational excellence. Process Improvement & Operational Excellence:

● Partner with the Owner Experience & Training Manager to develop and implement efficient workflows and standard operating procedures.

● Identify opportunities to optimize department processes to increase efficiency and effectiveness.

● Leverage data insights to inform decision-making and recommend improvements in service delivery.

● Ensure timely and accurate completion of client-related tasks within project management tools. Cross-Department Collaboration:

● Ensure timely and accurate completion of client-related tasks within project management tools.

● Work closely with internal departments such as Onboarding, Compliance, Finance, Sales, Design, Listings & Distributions, Revenue and Operations to streamline owner interactions and improve service quality.

● Assist in the successful onboarding of new properties by ensuring alignment between owner expectations and operational capabilities.

● Represent the Owner Experience team in company-wide initiatives, contributing insights and recommendations for continuous improvement. Other Responsibilities:

● Stay up-to-date with company policies, industry regulations, and market trends to provide informed guidance to homeowners and the team.

● Maintain compliance with clients procedures and regulatory requirements.

● Perform additional duties as assigned by leadership.

OH&S:

● Actively participate and contribute with the improvement of company procedures and processes.

● Follow all procedures and guidelines and applicable law and regulations.

● Promote a professional and cooperative working environment, based on mutual respect and trust.

● Promote safe behaviour in the workplace.

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Customer Support and Office Administrator

Cape Town, Western Cape Platinum Drops

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The primary objective of the Customer Support and Office Administrator is to provide exemplary support to all customers, as well as oversee general office and operational administration, and attend to on-site and online shops.



Key Roles and Responsibilities

1. Customer Support and Engagement

Attend and respond to all customer queries and resolve any issues raised

Gather feedback from customers to enhance service delivery

Administer surveys and questionnaires to measure and improve customer engagement

Analyse customer feedback about sizing, fabric, and fit, and provide reports/metrics to the line manager

Prepare the customer feedback pack for the product team

Provide online and onsite shop assistance to customers



2. Office Administration

Manage incoming calls, emails, correspondence, greet visitors, and suppliers

Maintain filing systems (digital and hard copy) for contracts, orders, and staff records

Order office supplies, stationery, and consumables, tracking usage and cost

Ensure deliveries to customers and receipts from suppliers are managed



3. Payroll Administration

Support payroll by collating attendance sheets and overtime records

Prepare weekly and monthly payroll files for line manager approval

Maintain employee records, leave applications and balances, and contracts, including bargaining council administration

Assist with recruitment logistics and onboarding paperwork

Create and communicate weekly / monthly store-level employee work schedules



4. Compliance and Reporting

Work with Production and HR to ensure basic health and safety and labour law documentation is current

Prepare required weekly/monthly/quarterly reports (customer feedback, production metrics, absenteeism, etc)

Support audits or inspections from labour authorities
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Customer Support and Office Administrator

Cape Town, Western Cape Platinum Drops

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Job Description

full-time

The primary objective of the Customer Support and Office Administrator is to provide exemplary support to all customers, as well as oversee general office and operational administration, and attend to on-site and online shops. Key Roles and Responsibilities 1. Customer Support and Engagement Attend and respond to all customer queries and resolve any issues raised Gather feedback from customers to enhance service delivery Administer surveys and questionnaires to measure and improve customer engagement Analyse customer feedback about sizing, fabric, and fit, and provide reports/metrics to the line manager Prepare the customer feedback pack for the product team Provide online and onsite shop assistance to customers 2. Office Administration Manage incoming calls, emails, correspondence, greet visitors, and suppliers Maintain filing systems (digital and hard copy) for contracts, orders, and staff records Order office supplies, stationery, and consumables, tracking usage and cost Ensure deliveries to customers and receipts from suppliers are managed 3. Payroll Administration Support payroll by collating attendance sheets and overtime records Prepare weekly and monthly payroll files for line manager approval Maintain employee records, leave applications and balances, and contracts, including bargaining council administration Assist with recruitment logistics and onboarding paperwork Create and communicate weekly / monthly store-level employee work schedules 4. Compliance and Reporting Work with Production and HR to ensure basic health and safety and labour law documentation is current Prepare required weekly/monthly/quarterly reports (customer feedback, production metrics, absenteeism, etc) Support audits or inspections from labour authorities

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German speaking Customer Support Consultant

8001 Cape Town, Western Cape Language Recruiters

Posted 423 days ago

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Job Description

Permanent

An international super-fast growing tech company that are revolutionising hoteliers around the globe has an exciting job  opportunity for a German speaking Customer Support Consultant  to join their team in Cape Town, South Africa . You will be responsible to ensure their German  speaking hoteliers are using their software with absolute happiness. Embrace challenges and opportunity for growth in a fun and relaxed working environment!

Your key job  responsibilities as the German speaking Customer Support Consultant  in Cape Town, South Africa  will include:

Training hoteliers in using the system to their best advantage on all possible touchpointsProactively calling hoteliers to convince them of the added value of our additional paid featuresFun & productive collaboration with our other teams, specifically your German teammatesCreating video & written content to teach our hoteliers all possible topics so they can use the system in the most self-sufficient wayRequirements

Requirements for this German speaking Customer Support Consultant job  in Cape Town, South Africa :

Speaks  German  on a native levelHotel (front-desk/reservations) experiencePatient and empathetic towards others, but naturally able to lead a conversation, deal with emotions, and not afraid to upsellMotivated to work in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilitiesDrive to revolutionise hoteliers worldwideSelf-motivated & ability to deliver under pressureTeam-playerOrganised and great eye for detailAffection for both international business & techBenefits

Benefits for working with this team:

Working in a vibrant international fast-growing companyUnlimited learning & growth potentialYour ideas and performance making a big difference in our organisation and the global hotel industryWork hard, Play hard mentality. They love celebrating successes together!Employee Equity SchemeAnnual salary increasesTraining & Development opportunities

Ready to embark on this thrilling adventure? Send us your application today! This German speaking Customer Support Consultant job  in Cape Town, South Africa is waiting for you!

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German speaking Customer Support Consultant

8001 Cape Town, Western Cape Language Recruiters

Posted 423 days ago

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Job Description

Permanent

An international super-fast growing tech company that are revolutionising hoteliers around the globe have an exciting job  opportunity for a German speaking Customer Support Consultant  to join their team in Cape Town, South Africa . You will be responsible to ensure our German  speaking hoteliers are using their software with absolute happiness! Embrace challenges and opportunity for growth in a fun and relaxed working environment.

Your key job  responsibilities as the German speaking Customer Support Consultant  in Cape Town, South Africa  will include:

Training clients in using the product to their best advantage on all possible touch pointsProactively calling clients to convince them of the added value of their additional paid featuresFun & productive collaboration with their other teams, specifically your German teammatesCreating video & written content to teach their hoteliers in all possible topics so they can use the software in the most self-sufficient wayRequirements

Requirements for this German speaking Customer Support Consultant job  in Cape Town, South Africa :

Speaks  German  on a native levelHotel (front-desk/reservations) experiencePatient and empathetic towards others, but naturally able to lead a conversation, deal with emotions and not afraid to upsellMotivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilitiesDrive to revolutionise hoteliers worldwideSelf-motivated & ability to deliver under pressureTeam-playerOrganised and great eye for detailAffection for both international business & techBenefits

Benefits:

Working in a vibrant international fast-growing companyUnlimited learning & growth potentialYour ideas and performance making a big difference in their organisation and the global hotel industryWork hard, play hard mentality. They love celebrating successes together!Employee Equity SchemeRegular trips to Europe for trainings & celebrational ceremonies (International Week)Annual hotel experienceFriday lunches are on themAnnual salary increasesTraining & development opportunities

If you meet the above requirements for this German speaking Customer Support Consultant job  in Cape Town, South Africa , we would like to hear from you! Please send your CV today!

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French Customer Support (Sportsbook) Agent

8001 Cape Town, Western Cape Initiate International

Posted 565 days ago

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Job Description

Permanent

Join a leading gaming operator in Cape Town as a Sportsbook Call Centre Agent!

This dynamic team is seeking an enthusiastic French Customer Support (Sportsbook) Agent to deliver high-quality telephone and e-mail service to customers engaging in online sports betting. If this role resonates with you, read on!

Key Responsibilities as the French Customer Support (Sportsbook)  Agent in Cape Town:

Provide telephonic and e-mail service and support to customers placing online sports bets.Offer advice to customers engaging in online sports betting.Respond to technical and/or account-related queries raised by customers.Conduct research using available resources, such as sports shows on television, to adequately respond to queries.Collaborate with other departments (e.g., trading; finance) to ensure prompt resolution of customer queries.Escalate complex queries to the line manager.Deliver prepared scripts to welcome new customers, explaining promotions, and detailing the onboarding process requirements.Accurately onboard new customers by opening betting accounts.Follow up on outstanding FICA documents to facilitate successful customer onboarding, verify proof of payment from customers, and credit customers’ online accounts accordingly.Process deposits to customers’ online accounts.

Requirements for this French Customer Support (Sportsbook)  Agent role in Cape Town:

Fluent in French (Native) Matric (High School Diploma)Minimum of 2 – 3 years’ experience in call centers (essential)Minimum of 2 years’ experience in a sportsbook/casino environment (preferred)Availability for shift workStrong understanding of customer service principles and practicesKnowledge of the rules of a wide variety of sportsUnderstanding of odds and bettingFully computer literate

If you meet the above requirements for this French Customer Support (Sportsbook) Agent  job in Cape Town, we want to hear from you! Send your CV today. If you do not receive any feedback within 7 days of your application, please be advised that you were not successful in making the shortlist.

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