Product Support Team Leader (JHB) Job Purpose Perform various functions related to providing excellent multi channel product support to customers (internal and external) in the technical department by using the company’s South Africa website and other available tools. This includes but is not limited to the daily monitoring and achievement of service levels, resource allocation, ongoing training and development of the Technical Support team and providing support to the Team Supervisor and Manager. Key result area / principal responsibilities •Manage multi channel incoming requests within agreed service levels: •Daily management of resource allocation and monitoring of service levels: •Quality control and reporting: •Assistance with other Technical Processes Incorporate main function as Team Leader whilst performing daily tasks and backup function for different processes within the Technical department: •Local product sourcing as and when required •Perform product inspections within the goods return process •Product investigation process •Trade counter face-to-face assistance when required •Processing of orders using SAP Other •Administrative tasks relating to the position •Identify and raise Continuous improvement opportunities •Any other duties as required by management to upkeep company performance as and when required Experience, Education and Skills Required •Minimum of 3-5 years Team Leader experience in a high service level customer service environment within a technical environment •Technical qualification (N4-N6) or S4 or equivalent •Good verbal and business writing communication skills •Ability to deal with customers at all levels of an organization •Ability to handle difficult customers, complaints and to offer relevant solution •Ability to make informed decisions and take responsibility within set company policies and procedures •Ability to implement continuous improvement strategies to maintain and develop our competitive advantage in relation to customer service in the market •Good at planning and excellent time management with the ability to multi task •Proven training and development experience •Self learning attitude •Sound understanding of using online buying tools and providing online support to customers including assistance with online search and browse. •Excellent customer care skills and professional telephone manner •Ability to work under pressure •Team player •High levels of numerical and analytical skills. •Proficient computer literacy. SAP experience will be advantageous. •Accurate data capturing and reporting experience Please forward your updated CV and salary structure to : [email protected] Should you not hear from us within 2 weeks of the closing date, please deem your application as unsuccessful.
Posted on: Wed, 12 Mar 2014 11:00:12 +0000
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