Customer Support Manager - Cape Town, South Africa - Engen
Description
Location:
Cape Town:
Purpose of the Job:
Oversee the call centre operations and resource management of the retail customer segment to pre-defined business and customer satisfaction standards.
Who You Are:
- You are customer centric.
- You are an expert in people management.
- You are passionate about customer experience and providing service.
- You have an experience in IR matters and team management.
- You have excellent communication, interpersonal, and exceptional stakeholder engagement skills.
- You have a reputation for building rapport and managing high performing teams.
- You have built good relationships with internal and external business stakeholders.
- Demonstrate integrity, transparency and trustworthy.
What you'll have done before:
Baseline:
- NQF Level 7 (BCom Marketing or Equivalent)
- 5 years' experience in Call Centre Operations
- Previous Supervisory experience/Exposure
Advantageous:
- Direct knowledge of Engen CSC processes
- Project management exposure/skills
Exciting Challenges you might face in the role:
- Driving COF (Customer Order Fulfilment) and maintenance business processes
- Driving supply chain customer digital strategy.
- Effectively managing projects to deliver superior customer solutions.
- Operate effectively, even when things are not certain, or the way forward is not clear.
What you'll be doing:
- Proactively manage budgets, generate and analyze reports.
- Build and leverage by identifying potential synergy opportunities across business units regarding CSC processes and practices.
- Ensures supply chain deliver on their promise to customer (OTIF) On time in full.
- Ensure Contractor SLAs are in place and adhered to
- Manage relations with external service providers.
- Empower your teams to deliver excellent customer service
Job Advert Closing Date:
All job adverts close five days after date posted
Engen's approved Employment Equity plans and targets will be considered as part of the recruitment process.
Important Information:
- The appointment will be made in line with Engen's Employment Equity Strategy.
- Engen reserves the right not to make an appointment.
Job Segment:
Manager, Management
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