Job Description

Our client in the Information Technology industry is currently looking for a Warranty Manager, in Midrand, Gauteng.Responsibilities:

• Manage a team of customer service representatives, providing coaching, guidance, and feedback to ensure excellent customer service.
• Develop and implement processes and procedures to optimize call Centre operations, including workflow, staffing, and performance management.
• Analyse and report on key performance area (KPAs) such as call volume, resolution rates, and customer satisfaction.
• Collaborate with cross-functional teams, including Sales, Technical, and Brand to ensure alignment and effective communication.
• Develop and implement training programs to ensure representatives are knowledgeable about products, services, Customer SLA, ASP, Vendor SOP and Agreements.
• Handle customer escalations and resolve complex issues in a timely and professional manner.
• Identify and implement opportunities for process improvement, cost reduction, and revenue growth.
• Ensure compliance with company policies, procedures, and industry regulations.
• Reporting and stats Analytics.
• Virtual and face-to face customer training.
• Manage claim process with the retailer.
• Manage full reverse logistics process.
• Manage Extended Warranty process and reconciliation.
• Stock management and sales process.

• 3+ years of experience in a Warranty management role, preferably in an ICT Distribution industry.
• Proven track record of success in leading teams and achieving business objectives.
• Experience in data analysis.
• Experience in a customer services environment with a proven track record of driving customer satisfaction.
• Experience working in an environment with SLAs.
• Experience working with Call Centre technology and software, such as ERP and ticketing systems.
• A minimum of two (2) years of management experience - leading and managing a team.
• Matric (12) with Mathematics is essential.
• Understanding of basic Finance including AP and AR.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Excellent verbal and written business communication skills.
• Excellent communication, leadership, and problem-solving skills.
• Ability to analyse data and make informed decisions.
• Strong customer service skills and commitment to customer satisfaction.
• Able to complete basic calculations (ability to work with numbers)
• Organized individual who is SLA driven with good time management skills.
• Excellent interpersonal skills.
• Good attention to detail.
• Developed negotiation skills.
• Leadership ability.
• Ability to delegate.
• The full suite of management skills including recruitment, performance management, coaching, mentoring, delegating, leave management, supervising.
• Ability to be tactful and diplomatic.
• Able to work as a team and collaborate with others as well as to work independently.
• Able to manage conflict situations.

• R35 000 - R40 000 per month.

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