Customer Service Supervisor - Cape Town, South Africa - Crisis24

Crisis24
Crisis24
Verified Company
Cape Town, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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Description

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do.

It's the reason we love rolling up our sleeves and getting down to work - and it's why we're so successful.

It takes an entire team to stand behind something big. Interested?

Position Overview

As a member of Crisis24's Customer Success division, you will be supporting the Customer Service Manager in coaching and motivating our 24/7 front-line customer service representatives as they support our clients.

Your focus will be on helping the team build the necessary skills and knowledge so they can better support customers.

You should be supportive, communicative, and attentive, assessing their work and providing feedback to maximize performance and instill elevated levels of customer service.

Be part of the team and part of the solution.
Essential Duties/Responsibilities

  • Oversees Crisis24's 24/7 client support administrators.
  • Recruitment: assist in hiring and onboarding new agents.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities.
  • Shift scheduling and coordinating coverage when agents are on leave, sick or other emergencies.
  • Handle issues and problems and keep management informed.
  • Hold regular touchpoints with agents individually, and host team meetings.
  • Conducting regular call assessments and audits.
  • Motivates and supports agents through regular constructive feedback and communication to ensure agents perform at the highest level.
  • Assist with taking calls and handling tickets during busy periods/short coverage days.
  • Working with peers and management team to support agents and maximize customer satisfaction.
  • Respond to customer questions and complaints and troubleshoot problems with services or products.
  • Provides product/service information by answering questions, offering best practice assistance, and/or guidance on difficult calls.
  • Encourage team harmony.
Competencies

  • High emotional intelligence and selfawareness to encourage positivity and engagement throughout the team.
  • Proficient in the English language with outstanding interpersonal and communication skills, both written and verbal.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Techsavvy with knowledge of relevant computer programs and telephone equipment.
  • Analytical, efficient, and thorough.
  • Excellent negotiation and problemsolving skills and exceptional customer service expertise.
  • Strong understanding of company products, policies, and services.
  • Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand.
  • Flexible and able to adapt to change.
  • Displays trust, loyalty, and integrity.
Experience, Functional and Technical Requirements

  • 5+ years of proven call center, customer service, or supervisory experience.
  • Matric or relevant certification will be an advantage.
  • Proficiency in Zendesk and NICE InContact is desirable, but not required.
Crisis24 is a 24/7/365 environment. Must be able to work shifts, including weekends, and public holidays. This position is office based.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity.

We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.

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