Job Description

Line Manager responsible for:

- Operational management of Customer Engagement team (3 members)

- Ensure high standard of internal and external support are developed and maintained

- Maintain team KPA docs

- Review and sign off team leave and ensure it's recorded correctly

- Ensure team are upskilled to produce required output

- Ensure team processes, checklists and SOPs are documented and are being followed by the team

- Ensure quick responses and acceptable quality in responses on IM chats. All IM chat assistance should have a follow up/closure summary

- Ensure team are logging time accurately for client-facing tasks

Oversee the team responsible for:

Frontline product support:

- Attending to in/out Frontline requests

- Escalating investigative queries to second line support/consulting

- Correct time logging

- Correct ticket admin (time logs, Client ID, Summary, ticket details)

- Closure of completed tickets

- Follow user guides/SOPs where possible, ensuring consistency and quality of work - Report back to your TL on areas lacking documentation/guides

Support inbox: -

- Allocate tickets to correct departments/consultants

- Ensure Support Inbox is monitored consistently and kept as updated (empty) as possible

- Ensure your shifts are covered by yourself or assign them to someone else if you are unavailable

Client chats:

- Quick turnaround time on IM chat responses - Follow internal SOPs (ensuring quality responses and follow up)

- Opening tickets related to items raised on IM chats

- Ensure IM chat roster is being followed and that your shifts are covered

Customer engagement:

- Respond to (investigating and solving) client queries relating to company products

- Communicating with customers via email, phone and IM chats

- Provide high-quality customer support by means of quick, effective and informative feedback and relevant information

- Participate in proactive client contact and reach outs

Feedback to Dev:

- Report bugs via escalating DevGo2's (following correct process)

- Report back on client enhancement requests and product feedback

Ticket/inbox management:

- Ongoing upskill and training through attending mentorship, internal training sessions, product familiarisation testing and training courses provided by HR/your TL

- Upsell company offerings where possible - Provide customers with what they requested, and more, where possible

- using supporting materials such as links to guides, sops etc

- (FRT) First Response time within 3 hours on standard tickets and within 5-10 minutes on IM chats you take ownership of

- (AHT) Average Handle Time of 24 hours for ticket resolution/completion

- Follow correct process to escalate client complains

- Research as required to resolve customer queries

- Report key issues to wider team by means of the Client Heat Meet

- Represent the brand when required

Feedback to team leaders:

- Escalate any concerns to your TL/HR as needed - Regular feedback to your TL on personal development / issues / needs

Experience, Qualifications and skills:

Experience:

- Experience working in collaborative teams

- Prior experience in a frontline team

- Prior experience in tourism - advantageous

Skills:

- Very strong software application knowledge

- Excellent spoken and written English language skills

- Typing speed (>45wpm)

- High attention to detail

- Sense of urgency to meet SLA's

- Passionate about customer service

- Excellent documentation and admin skills

- Inquisitive and eager to learn

Candidates will be required to complete relevant assessments

Benefits:

We also provide medical aid, GAP insurance, pension and life cover insurance. Profit share for candidates who qualify.

You may opt in to paid overtime work if you qualify.

You may be required to travel from time to time for training opportunities (vaccinations required).

Salary:

We have vacancies at various levels and salaries vary accordingly. Salary offers to candidates vary, depending on their skillset, experience and potential (estimate R15k + for candidates with prior experience)

Sector:

IT, Tourism

Job Type: Full-time

Pay: Up to R50000,00 per month

Work Location: In person