Customer Care Supervisor - Cape Town
Customer Care Supervisor - Cape Town
An opportunity to grow within the company has arisen for a Customer Care Supervisor.
About Our Client
The company specializes in lift trucks and related industrial equipment. It operates a call centre, maintenance contract desk, and workshop administration service.
The Role: Customer Care Supervisor
The core function of this role is to supervise the team of customer care agents and provide a support role to the maintenance contract desk and workshop administration requirements.
Key Responsibilities
Supervise and manage staff in the call centre.
Oversee the incident management system in the call centre, monitoring and ensuring all items are up to date and closed.
Perform invoicing of retail, maintenance, and internal jobs/wips daily, as well as collection/invoicing of excess hours.
Provide a support role to the service help desk, maintenance contract desk, and workshop administration requirements.
Communicate regularly and provide feedback on admin status with customers and service staff.
Process creditors, update schedules, capture overtime, and handle service admin customer queries.
Ensure purchase orders are raised monthly for load testing as per schedule and certificates are uploaded on the shared drive.
Maintain policies and procedures, and assist with maintenance agreements.
About You
Must have a minimum 5 years relevant experience.
Must have matric.
Possess strong managerial skills and computer skills including Microsoft Office Word, Excel, and PowerPoint.
Ability to work quickly, accurately, and under pressure.
Strong customer focus with the ability to communicate and deal with customers and technicians on all levels.
Forklift industry experience is an advantage.
Autoline experience is an advantage.