Closing Date:2025-12-19
Duties & ResponsibilitiesLeadership & Team Oversight
- Guide and inspire a team of Customer Service Administrators to consistently deliver high-quality support.
- Hold regular check-ins, reviews, and group meetings to monitor progress and address challenges.
- Build a positive, collaborative working environment that encourages accountability and ongoing improvement.
- Organize team workloads and plan staffing to ensure strong service coverage, especially during busy periods.
- Make sure customer enquirieswhether by phone, email, or written communicationare handled promptly and professionally.
- Track response times and interaction quality to ensure service standards and SLAs are met.
- Assist the team with difficult cases, escalations, or complaints when needed.
- Champion a first-time resolution mindset to improve customer satisfaction and reduce repeat contacts.
- Oversee the accuracy and timeliness of administrative tasks, such as data updates, record keeping, and document management.
- Maintain adherence to confidentiality, data protection rules, and internal policies.
- Spot opportunities to streamline processes and introduce improvements that raise efficiency and service quality.
- Prepare and review regular reports and performance indicators to assess output and identify patterns or issues.
- Share insights and recommendations with management to help shape service improvement efforts.
- Support planning activities, internal audits, and quality assurance checks within the department.
- Assist with onboarding, coaching, and ongoing skill development for team members.
- Identify capability gaps and work with the Customer Service Manager to organize relevant training and learning resources.
- Matric
- At least 5 years' supervisory experience in customer services environment
