Customer Care Supervisor needed: Salary R12 000 to R15 000 Per Month
Vacancy Details
Employer: National Risk Managers ( Affinity Health)
Core Purpose
Supervise the Customer Care department to reach and maintain set standards and targets.
Key Performance Areas/ Key Result Areas
Maintain High Department Performance
Develop Customer Care strategies
Oversee Departmental Personnel Processes
Perform ad hoc Administrative Duties
3)
Activities/ Tasks
Maintain High Department Performance
Define and communicate customer service standards
Oversee the achievement and maintenance of agreed customer service levels and standards
Plan, prioritize and delegate work tasks
Manage resources and tools for quality service delivery
Review customer complaints and resolve any escalated queries
Track customer complaint resolution
Coordinate and manage customer service projects and initiatives
Develop and performance management staff
Identify and address staff training and coaching needs
Develop and implement Customer Care strategies
Develop and implement customer service policies and procedures
Direct the daily operations of the Customer Care team
Analyze data to determine customer service output
Identify and implement strategies to improve quality of service, productivity, and profitability
Liaise with management to support and implement growth strategies
Oversee Departmental Personnel Processes
Review and assess customer service contracts
Understand and implement all roles within the department
Establish staffing requirements
Conduct interviews
Perform ad hoc Administrative Duties
Monitor accuracy of reports and database information
Meet departmental budget
Compile and submit periodic reports
Resolve mandate queries received from the bank
Perform other duties as delegated by management
Perform regulatory supervisory functions
4) Preferable Qualifications
Matric
RE5
7)
Desired attributes
Ability to remain calm
Handle pressure
High-stress tolerance
Prioritize
Maintain patience and efficiency
Self-motivated
Adaptable and flexible
Attention to detail
Organized
Compassionate
Reliable
Honest, hard-working and humble.
Required Skills:
customer care
call center
Candidate Requirements
Mandatory Experience/Exposure
Previous supervisory experience within a call centre
Knowledge and Skills:
Exceptional verbal and written Communication Skills
Good listening skills.
Time-Management
Organizational skills
Leadership skills.
Problem-solving skills
Computer literate. (MS Word, MS Excel, MS Access, MS PowerPoint and MS Outlook)
Delegating skills
Negotiating skills
Reporting skills
This position reports to the Operations Manager
Apply before Tuesday, January 7, 2020 – 60 Days left
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If you have not received a response within two weeks, your application was most likely unsuccessful.
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Source: Careers24
