Head: Customer Support

Job description

The successful candidate will oversee the daily operations of the Customer Support department and identify opportunities to increase customer satisfaction, loyalty and retention.

Key Responsibilities:

&• Team Management: Lead and manage a team of customer support agents, providing guidance, coaching and support to ensure they deliver exceptional customer service.

&• Issue Resolution: Handle escalated customer inquiries, complaints, and complex issues, working to find effective solutions and ensure customer problems are addressed promptly to maintain trust and loyalty.

&• Performance Monitoring: Track and evaluate the performance of the customer support team, including response times, resolution rates, and customer satisfaction scores. Identify areas for improvement and implement initiatives to enhance team performance.

&• Process Optimisation: Contribute to developing and refining customer support processes and procedures to streamline operations, improve efficiency, and enhance the overall customer experience.

&• Innovation: Identify and implement new tools, technologies, or approaches to enhance the customer journey.

&• Customer Insights: Gather and analyse customer feedback to identify trends, assess customer needs, and make necessary changes to improve the quality of customer support services.

&• Monitoring metrics: Tracking key performance indicators like Net Promoter Score (NPS) and generating reports to present data that provides insights into customer support performance, customer satisfaction levels, and areas requiring attention.

&• Training and Development: Organise and oversee ongoing training and development for customer support employees, ensuring they are well-equipped with product knowledge, customer service techniques, and company policies.

&• Budget Management: Manage the department's budget, including staffing costs, technology expenses, and other resources necessary for delivering effective customer support.

&• Communication and team collaboration: Serve as a liaison between the customer support team and other departments within the organization, such as Marketing, Billing and IT, fostering effective communication and collaboration to address customer issues and improve processes.

&• Strategy development: Contribute to the development of customer support strategies and long-term plans that align with the company's goals and objectives. Help create a vision for delivering exceptional customer experience

Essential Qualifications:

• Master’s degree
• BSc/BA in Business Administration, Marketing

Advantageous:

• Degree in Medical Technology or Healthcare

Experience

• Min of 2 to 3 years' experience in a management role
• Experience in the Pathology / Health care sector is advantageous
• Must have but not limited to all relevant Laboratory Information Systems, D365 and Connex1

For more information, please contact Shaunice on shaunice.smith@isilumko.co.za

Company Description

Isilumko was established in 1995 and is proud to have a 29-year heritage with black women ownership. The company has a unique ability to understand its clients' business goals and cultivate solid, long-term partnerships. Isilumko's leadership team is hands-on, passionate about the small stuff, and focused on the major to ensure strategic value for its clients. The company's vision is to be remembered for the positive contribution made to each of its stakeholders, which is achieved through intimate relationships with employees and clients.

Posted on 17 Mar 10:46, Closing date 16 May