592 Director Customer Support jobs in South Africa
Senior Director, Customer Support
Posted 7 days ago
Job Viewed
Job Description
● Boldr is the first global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities worldwide.
● We are a global team united by our desire to connect diverse people with shared values for a bolder impact.
● We employ just over a thousand team members across five countries and aim to employ over 5,000 people by 2027, if not sooner.
LET’S START WITH OUR VALUES● Meaningful connections start with AUTHENTICITY
● We do our best work by being CURIOUS
● We grow by remaining DYNAMIC
● Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
● At the heart of great partnerships, we’ll always find EMPATHY
WHAT IS YOUR ROLEAs Senior Director of Customer Support, you will lead the strategic transformation of Boldr’s largest client-facing business unit, supporting clients across multiple sectors including eCommerce, healthcare, and financial services. This role goes beyond traditional BPO operations: you will redefine what great service delivery looks like in CX through AI integration, data-led insights, and proactive support to meet and exceed KPIs, ensuring exceptional client outcomes.
You will need to balance operational maturity with a bold vision for the future—driving measurable outcomes through continuous improvement, client partnership, leadership development, and frontline team enablement. Collaboration with cross-functional leaders will be key to aligning CX delivery with evolving customer expectations, transformation strategies, AI enablement, Boldr’s purpose, and long-term client growth.
WHAT WILL YOU DOPeople & Change Leadership
- Set and execute the strategic direction of the Customer Support SBU
- Lead our Client Tiering strategy and ensure proper resourcing to manage our growing client base
- Coach and develop frontline managers into outcome-oriented, tech-enabled leaders
- Champion a high-performance, inclusive culture that embraces innovation, accountability, and learning
- Create career pathways and leadership pipelines aligned with emerging support models and skill needs
- Act as escalation and empowerment point for client and delivery leaders
- Model Boldr’s leadership values: Curiosity, Empathy, Excellence, Dynamic & Authentic
Operational & Financial Leadership
- Lead day-to-day performance across all clients in your SBU, focusing on KPIs and client outcomes
- Own SBU-level revenue, margin, and meet financial and revenue targets
- Support scalable growth through workforce planning, resourcing, and delivery excellence
- Establish and maintain reporting frameworks, leveraging insights for governance reviews
- Partner with the Director of CX Practice and Support Ops to ensure best practice delivery and continual improvement
CX Transformation & Innovation
- Serve as partner to the Implementations teams in maintaining operational excellence of AI tools and automations
- Lead adoption and success measurement of AI tools like QBR Assist, Client Pulse, and Coaching Insights
- Translate client feedback into AI innovation opportunities & best practices
- Design and implement customer journey improvements to shift from reactive to proactive, personalized, and predictive support models
- Lead the adoption of AI and automation tools such as chatbots, LLM-driven assistive tools, sentiment analysis platforms, and smart triaging systems
- Collaborate with internal teams to scale self-service channels and drive first-contact resolution
Client Partnership & Influence
- Ensure every strategic client has a clear Success Plan and experience journey
- Drive and support business reviews with Tier 1 & 2 clients
- Build relationships with senior client stakeholders and communicate Boldr’s value
- Partner with Revenue Division and Client Success leadership to execute strategic objectives and ensure client outcomes
- Serve as a strategic advisor to client executives, co-creating experience roadmaps and innovation pilots
- Anticipate client needs and provide proactive guidance to foster loyalty, retention, and expansion
- Partner with cross-functional teams to embed client feedback into service and platform design
You are.
- A transformation-oriented leader—able to evolve from traditional support to forward-looking CX models
- Comfortable with ambiguity and change, energized by new tools, thinking, and ways of working
- Capable of balancing execution with strategic vision, translating performance into client value, and engaging at the C-level
- An excellent communicator across stakeholders
- An analytical, detail-oriented critical thinker
- Passionate about client satisfaction
- Proactive and self-motivated
- See AI and technology as multipliers for human potential & upskilling
- Adept at giving and receiving direction, understanding when to do each
- Purposeful with a sense of urgency
- Capable of connecting with team members, clients, and internal customers
- Skilled in managing conflict and redirecting differences towards common goals
You have.
- 10+ years of experience in customer support, service delivery, or operations, ideally in BPO or fast-paced, client-centric environments
- A proven track record in CX transformation, including automation, AI enablement, and self-service experiences that deliver results
- Hands-on experience with tools like chatbots, CRM workflows, knowledge bases, and analytics dashboards
- Strong financial and operational acumen, including ownership of P&L, forecasting, and margin growth
- A data-first mindset with curiosity about insights that improve experiences
- Experience collaborating with Product, QA, Engineering, and L&D teams
- Experience leading global, diverse teams and developing mid-level leaders
- A bias for action, a service-oriented heart, and belief in great CX built on human connection and operational excellence
- Proficiency with Google Suite products
- Familiarity with AI tools, QA frameworks, and CRM systems like Hubspot, Zendesk, etc.
Customer Service Manager
Posted 1 day ago
Job Viewed
Job Description
Job Title : Customer Service Manager
Location : Cape Town (Head Office) – with travel to Johannesburg as required
Reports to : General Manager of Operations
Position Overview
Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.
Key Responsibilities
- Operational Leadership
- Oversee daily operations of the Cape Town main hub and Johannesburg team.
- Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
- Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
- Manage the Returns Clerk and oversee receiving processes for goods returned.
- Performance Management & Reporting
- Set clear performance targets and KPIs for all team members.
- Analyse service data, create regular reports, and present actionable insights to senior management.
- Monitor call and email handling efficiency, turnaround times, and service quality.
- Process Improvement & Efficiency
- Identify operational bottlenecks and implement new processes to enhance efficiency.
- Ensure seamless coordination between customer service, technical, and returns functions.
- Introduce tools and systems that improve workflow and customer experience.
- Stakeholder & Cross-Functional Engagement
- Collaborate with internal departments to resolve escalated issues promptly.
- Maintain strong relationships with retail partners and other key stakeholders.
- Participate in strategic discussions to align customer service operations with company objectives.
- Team Development
- Recruit, train, and mentor team members to ensure high performance and engagement.
- Foster a culture of accountability, service excellence, and continuous improvement.
Required Skills & Experience
- Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
- Proven track record of managing call centre teams and technical service staff.
- Strong analytical skills with experience in data reporting and performance tracking.
- Demonstrated ability to implement and manage process improvements.
- Excellent leadership, coaching, and conflict resolution skills.
- Strong administrative and organisational abilities.
- Willingness and ability to travel to Johannesburg when required.
Key Competencies
- Leadership & People Management – Able to inspire, motivate, and drive results.
- Operational Excellence – Skilled in streamlining processes and managing complex workflows.
- Customer Focus – Committed to delivering a superior customer experience.
- Problem-Solving – Quick to identify issues and implement effective solutions.
- Resilience – Capable of handling high-pressure situations with professionalism.
Working Conditions
- Based at the Cape Town Head Office.
- Occasional travel to Johannesburg is required.
- Full-time position, with flexibility to manage operational demands.
Customer Service Manager
Posted 1 day ago
Job Viewed
Job Description
About Us
1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!
This role will be based in our Cape Town office and will report to the Head of Customer Experience.
Role Purpose:
You will be responsible for leading and optimising the support team’s daily operations to deliver exceptional customer service, drive performance, and support 1-grid's broader customer experience strategy.
Key Responsibilities:
1. Team Leadership & Performance Management
- Lead, coach and support the day-to-day activities of the support team.
- Be a model of the culture. Drive accountability, productivity and morale.
- Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.
- Conduct regular performance reviews, calibration sessions, and performance improvement planning.
2. Operational Oversight
- Manage team scheduling, shifts, and availability to ensure optimal coverage.
- Monitor real-time queues and adjust resources proactively to meet service level targets.
- Escalate systemic issues that impact productivity or customer experience.
3. Customer Experience & Quality Assurance
- Be a visible escalation point for urgent or sensitive customer issues.
- Ensure consistent delivery of a high-quality support experience across all channels.
- Monitor customer interactions and deliver feedback and coaching.
- Support the Head of CX with customer journey pain point tracking and resolution.
- Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.
4. Recruitment, Training & Development
- Support hiring of consultants in collaboration with HR and HoD.
- Foster a mentorship culture to build internal capability and career paths.
- Onboard new hires effectively with structured training and mentorship.
- Identify skill gaps and arrange for continuous development opportunities.
5. Cross-Operational Collaboration
- Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.
- Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.
- Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.
- Support cross-functional improvement projects driven by the Head of CX.
- Support initiatives from marketing, compliance and systems.
6. Reporting & Insights
- Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.
- Identify trends, blockers, and customer themes through tickets, conversations, and analytics.
- Present insights to leadership to inform strategic decisions.
- Act on NPS, CSAT and other VoC feedback relevant to support.
7. Process & Policy Management
- Ensure team adherence to SOPs, escalation processes, and SLAs.
- Maintain and improve support SOPs, workflows and processes.
- Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.
Skills & Competencies:
- Experience in web hosting or a technical support environment
- Proactive, self-starter
- Strong work-ethic with a can-do attitude
- Exceptional multi-tasking skills
- Strong leadership and people management skills
- Deep understanding of support operations and KPIs
- Analytical mindset with comfort in data interpretation
- Customer-centric mindset with a passion for service excellence
- Effective communicator across levels and teams
- Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)
Customer Service Manager
Posted 7 days ago
Job Viewed
Job Description
To lead and manage the Customer Services Team in Port Elizabeth. This role is responsible for overseeing for the department’s operations, implement strategies to improve service, and help retain customers through efficient problem-solving, as well as maintaining high standards in all aspects of customer service.
To provide support to Directors, Area Managers, and Sales Teams, and driving a culture of continuous improvement.
The Customer Services Manager will also oversee ongoing training and development on key systems including and mostly importantly SAP, along with Online B2B, and actively promote engagement through Viva Engage.
Duties and Responsibilities:
- Supervise and motivate Customer Service team, ensuring they are well-trained and equipped to handle customer inquiries and
- Ensure all Customer Services policies and procedures are regularly reviewed, updated, and strictly adhered
- Oversee the execution of daily, weekly, and monthly operational tasks within the Customer Services
- Review weekly team performance statistics and assess productivity in collaboration with the Team
- Conduct weekly reviews of credit note statistics and implement corrective actions where
- Manage the Ordering Ticketing System (OTRS), ensuring timely and effective issue resolution.
- Handle escalated customer queries, providing high-level support and maintaining service
- Oversee and support Indent and Export Coordinators, ensuring accuracy and compliance in related
- Manage the outbound sampling process through the relevant coordinator, ensuring timely dispatch and
- Process all customer credits and returns in line with company policies and timelines.
- Communicate proactively with customers regarding delayed shipments and manage expectations
- Contribute to the development of customer service strategies, ensuring they align with overall business
- Analyze customer feedback, identify areas for improvement, and implement new strategies to enhance customer service
Experience & Qualification:
- Matric + relevant tertiary qualification
- 3+ years management experience
- Call center experience
- Computer Literate on MS Office, Excel
- Customer facing experience
- SAP S4 HANA
- Customer-Centric Mindset: Demonstrates a high level of customer service ethic with a commitment to delivering exceptional service across all interactions.
- Alignment with Company Values: Displays a strong understanding of and alignment with the company’s goals, values, and culture.
- Interpersonal Skills: Builds and maintains effective relationships with internal and external stakeholders through respectful and professional engagement.
- Communication Skills: Exhibits exceptional verbal and written communication abilities, with a strong emphasis on accuracy and attention to detail.
- Time Management & Results Orientation: Manages time effectively, prioritizing tasks to meet deadlines while remaining detail-oriented and focused on outcomes.
- Team Leadership: Acts as a team player who can inspire, support, and lead others towards shared goals.
- Leadership Capabilities: Leads by example with confidence, professionalism, and a proactive approach to challenges and change.
Customer Service Manager
Posted 7 days ago
Job Viewed
Job Description
Job Title: Customer Service Manager
Location: Cape Town (Head Office) – with travel to Johannesburg as required
Reports to: General Manager of Operations
Position Overview
Stingray is seeking a highly experienced Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.
Key Responsibilities
- Operational Leadership
- Oversee daily operations of the Cape Town main hub and Johannesburg team .
- Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
- Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
- Manage the Returns Clerk and oversee receiving processes for goods returned.
- Performance Management & Reporting
- Set clear performance targets and KPIs for all team members.
- Analyse service data, create regular reports, and present actionable insights to senior management.
- Monitor call and email handling efficiency, turnaround times, and service quality.
- Process Improvement & Efficiency
- Identify operational bottlenecks and implement new processes to enhance efficiency.
- Ensure seamless coordination between customer service, technical, and returns functions.
- Introduce tools and systems that improve workflow and customer experience.
- Stakeholder & Cross-Functional Engagement
- Collaborate with internal departments to resolve escalated issues promptly.
- Maintain strong relationships with retail partners and other key stakeholders.
- Participate in strategic discussions to align customer service operations with company objectives.
- Team Development
- Recruit, train, and mentor team members to ensure high performance and engagement.
- Foster a culture of accountability, service excellence, and continuous improvement.
Required Skills & Experience
- Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
- Proven track record of managing call centre teams and technical service staff.
- Strong analytical skills with experience in data reporting and performance tracking .
- Demonstrated ability to implement and manage process improvements .
- Excellent leadership, coaching, and conflict resolution skills.
- Strong administrative and organisational abilities.
- Willingness and ability to travel to Johannesburg when required.
Key Competencies
- Leadership & People Management – Able to inspire, motivate, and drive results.
- Operational Excellence – Skilled in streamlining processes and managing complex workflows.
- Customer Focus – Committed to delivering a superior customer experience.
- Problem-Solving – Quick to identify issues and implement effective solutions.
- Resilience – Capable of handling high-pressure situations with professionalism.
Working Conditions
- Based at the Cape Town Head Office.
- Occasional travel to Johannesburg is required.
- Full-time position, with flexibility to manage operational demands.
Customer Service Manager
Posted 12 days ago
Job Viewed
Job Description
Key performance area:
1. Manage and plan the day to day activities of all CSA and reception staff
Perform the intermediary role between CSA’s and as link between workshop, estimators, buyers and external providers.
Ensure that escalated client queries are resolved within 48 hours.
Ensure that the following customers are contacted timeously by CSA allocated:
• Daily converted list
• Work in progress list
• Rework clients
• Parts on back order
• Clients whose vehicles are ready for collection
Ensure that the paperwork for collection of vehicles is completed and submitted daily.
Ensure that daily feedback is given to Branch Management regarding the customer care report, highlighting areas of concern.
2 Performance Management of CSA’s and receptionist
< l>
Critical experience:
- 2 years + in a call centre, and/or customer care environment
- +3 years at Supervisory level
- 5 years experience in total
- Customer service & management experience. Ideally in motor or insurance Industry
- Matric
- Microsoft
Customer Service Manager
Posted 344 days ago
Job Viewed
Job Description
The company is seeking an experienced and dynamic Customer Service Manager to lead and inspire their customer service team in Johannesburg. The ideal candidate will be passionate about delivering exceptional customer experiences, possess a deep understanding of the iGaming industry, and have a proven track record of managing and developing high-performing teams.
Your key job responsibilities as the Customer Service Manager in Johannesburg will include:
Lead, motivate, and manage the customer service team to ensure high levels of performance and customer satisfaction.Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner across multiple channels (email, chat, phone).Develop and implement training programs to enhance the skills and knowledge of the customer service team.Monitor and evaluate team performance, providing regular feedback, coaching, and performance reviews.Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and customer satisfaction.Work closely with other departments (e.g., Marketing, Product, IT) to ensure a seamless customer experience and address any service-related issues.Prepare and present regular reports on customer service performance metrics, trends, and insights to senior management.Ensure compliance with industry regulations and company policies, maintaining the highest standards of integrity and professionalism.Manage and resolve any escalated customer issues or crises, ensuring minimal impact on the customer experience and company reputation.RequirementsRequirements for this Customer Service Manager job in Johannesburg :
Minimum of 5 years of experience in a customer service management role, preferably within the iGaming industry.Must have experience working in MGA or UKGC markets.Bachelor’s degree in Business, Management, or a related field.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to handle high-pressure situations and make decisions quickly.Proficiency in customer service software and CRM systems.Analytical skills to interpret data and make informed decisions.Customer-focused with a passion for delivering exceptional service.Strong problem-solving abilities.Highly organized with strong attention to detail.Flexible and adaptable to changing business needs.Candidates who are results-driven leaders with a passion for customer service and a deep understanding of the iGaming industry are encouraged to apply. Please submit a resume for this role.
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Junior Customer Service Manager
Posted 1 day ago
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Job Description
Join to apply for the Junior Customer Service Manager role at BitCo Telecoms
Join to apply for the Junior Customer Service Manager role at BitCo Telecoms
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Junior Customer Service Manager – Job Description
Department: Customer Service
Reporting To: Head of Service Management
Location: Johannesburg
Education: Relevant experience and/or qualifications in ISP/ICT
Experience: Minimum 5 years in relevant field
Summary
The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.
Essential Duties And Responsibilities
- Manage the Net Promoter Score (NPS) for the company
- Ensure customer satisfaction with escalated services
- Meet necessary escalation resolution times as outlined below:
- 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
- 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
- Provide Service Level Reviews as per customer agreements
- Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
- Create and implement service improvement plans for processes and procedures
- Manage customer satisfaction for top customers (SLR rating)
- Communicate service delivery updates to customers
- Manage escalations on all aspects of the customer relationship
- Utilise the management tool for service management actions and visits
- Adhere to service management policies and procedures
- Collaborate with sales teams to identify opportunities for service improvements
- Cultivate strong relationships between service management, sales, and customers
Qualifications and Experience Key Skills Required
1-2 years’ experience in a customer service or customer relations role in the telecommunications or ICT industry
- Advanced computer literacy
- Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
- Experience using Dropbox
- Ability to effectively manage customers
- Professional and presentable
- Excellent verbal and written communication skills
- Strong time management and response management abilities
- Must have reliable personal vehicle and smartphone
Integrity
Honesty, trust, and respect towards others
Accountability
Responsible and accountable for their role and responsibilities
Communication
Open communication, feedback, and information sharing
Passion
Passionate and driven to make a positive impact in the lives of others
Takes pride in their work
Empowerment
Shares knowledge and supports others for success Seniority level
- Seniority level Entry level
- Employment type Full-time
- Job function Other
- Industries Telecommunications
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#J-18808-LjbffrJunior Customer Service Manager
Posted 5 days ago
Job Viewed
Job Description
Department: Customer Service
Reporting To: Head of Service Management
Location: Johannesburg
Education: Relevant experience and/or qualifications in ISP/ICT
Experience: Minimum 5 years in relevant field
Summary
The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.
Essential Duties And Responsibilities
- Manage the Net Promoter Score (NPS) for the company
- Ensure customer satisfaction with escalated services
- Meet necessary escalation resolution times as outlined below:
- 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
- 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
- Provide Service Level Reviews as per customer agreements
- Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
- Create and implement service improvement plans for processes and procedures
- Manage customer satisfaction for top customers (SLR rating)
- Communicate service delivery updates to customers
- Manage escalations on all aspects of the customer relationship
- Utilise the management tool for service management actions and visits
- Adhere to service management policies and procedures
- Collaborate with sales teams to identify opportunities for service improvements
- Cultivate strong relationships between service management, sales, and customers
Qualifications and Experience Key Skills Required
1-2 years’ experience in a customer service or customer relations role in the telecommunications or ICT industry
- Advanced computer literacy
- Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
- Experience using Dropbox
- Ability to effectively manage customers
- Professional and presentable
- Excellent verbal and written communication skills
- Strong time management and response management abilities
- Must have reliable personal vehicle and smartphone
Integrity
Honesty, trust, and respect towards others
Accountability
Responsible and accountable for their role and responsibilities
Communication
Open communication, feedback, and information sharing
Passion
Passionate and driven to make a positive impact in the lives of others
Takes pride in their work
Empowerment
Shares knowledge and supports others for success #J-18808-Ljbffr
Junior Customer Service Manager
Posted 7 days ago
Job Viewed
Job Description
Department: Customer Service
Reporting To: Head of Service Management
Location: Johannesburg
Education: Relevant experience and/or qualifications in ISP/ICT
Experience: Minimum 5 years in relevant field
Summary
The Junior Customer Service Manager is responsible for providing efficient and cost-effective service to our customers. They will work closely with the Head of Service Management to ensure optimal service operations and delivery with minimal disruptions. This role requires accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. The Junior Customer Service Manager will also collaborate with internal departments to develop customer service improvement plans when needed.
Essential Duties And Responsibilities
- Manage the Net Promoter Score (NPS) for the company
- Ensure customer satisfaction with escalated services
- Meet necessary escalation resolution times as outlined below:
- 72 hours for Minor Escalations: Non-business critical requests and internal speed issues
- 24 hours for Major Escalations: Customer Dependent (Top 60 BitCo Customers), business critical, no service, and/or bad audio quality
- Provide Service Level Reviews as per customer agreements
- Conduct incident analysis and report on incidents (IR/RFO) and root cause analysis (RCA)
- Create and implement service improvement plans for processes and procedures
- Manage customer satisfaction for top customers (SLR rating)
- Communicate service delivery updates to customers
- Manage escalations on all aspects of the customer relationship
- Utilise the management tool for service management actions and visits
- Adhere to service management policies and procedures
- Collaborate with sales teams to identify opportunities for service improvements
- Cultivate strong relationships between service management, sales, and customers
Qualifications and Experience Key Skills Required
1-2 years' experience in a customer service or customer relations role in the telecommunications or ICT industry
- Advanced computer literacy
- Intermediate proficiency in MS Excel, Outlook, Word, and PowerPoint
- Experience using Dropbox
- Ability to effectively manage customers
- Professional and presentable
- Excellent verbal and written communication skills
- Strong time management and response management abilities
- Must have reliable personal vehicle and smartphone
Integrity
Honesty, trust, and respect towards others
Accountability
Responsible and accountable for their role and responsibilities
Communication
Open communication, feedback, and information sharing
Passion
Passionate and driven to make a positive impact in the lives of others
Takes pride in their work
Empowerment
Shares knowledge and supports others for success #J-18808-Ljbffr