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Sales Customer Service Manager

14 hours ago6 views
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General Details
Advertised By:Agency
Company Name:Executive Placements
Job Type:Full-Time
Description
REQUIREMENTS
  • Matric, bachelors degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field Highly Advantageous
  • 35 years of experience in managing sales, customer service, technical support or help desk teams
  • Track record of achieving service targets, or demonstrable success in prior sales/customer-service roles
  • Strong leadership and communication skills
  • A proactive mindset and solution driven
  • A passion for improving systems and helping people succeed

DUTIES
  • Lead, mentor, and develop the help desk team to ensure high levels of performance and morale
  • Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required
  • Build a culture of professionalism, accountability, and continuous improvement
  • Hire new staff according to team requirements
  • Train the team following quarterly reviews and where there are shortfalls in skills
  • Develop and execute a help desk strategy that aligns with company goals and drives operational excellence
  • Establish clear policies, procedures, and service standards to ensure consistency and high-quality support
  • Document and update standard operating procedures (SOPs) to ensure consistency and compliance
  • Motivate the team to consistently meet or exceed their KPIs.
  • Serve as the final escalation point for critical or complex support cases
  • Track and analyse key performance indicators (KPIs), including Ticket resolution times
  • Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvement
  • Conduct regular quality assurance checks to maintain service excellence

Salary: R negotiable dependent on experience

Join us on SOCIAL MEDIA or visit our WEBSITE for more information. See links below.


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Executive Placements
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