After - Sales Manager leading service operations in Malawi for Sun King. Ensuring customer satisfaction, managing teams, and optimizing processes.
About the role
- Clerk Support Supervisor ensuring effective support to customers and resolving their queries through a support team. Analyzing feedback and operational data for service quality improvement.
Responsibilities
- Strategizing and monitoring daily activities of clerk support operations, assisting where required.
- Overseeing and assessing clerk support staff activities, and providing them with regular performance-related feedback.
- Train staff in clerk support areas and company policies.
- Investigating and resolving clerk support complaints.
- Assisting with the development and implementation of support policies, maintaining documentation pertaining to clerk support department activities.
- Generate reports on team performance, analyzing data to identify trends, issues and opportunities for improvement.
- Constantly coordinate with Legal & Compliance for the correct execution of claims, writings or complaints from end customers.
Requirements
- College in related areas such as Business Administration, Communications or similar.
- 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
- Solid knowledge of the main key performance indicators of customer experiences, in consumer law.
- Consumer protection and defense code.
- Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
- Ability to effectively lead and motivate a team.
- Problem-solving skills to maintain high levels of customer satisfaction.
- Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.
Benefits
- Health Insurance - Company funded for employee and immediate family. Capped at R9360.00
- Life insurance - Company funded
- Pension Fund
- Vacations 20 days
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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