Online Customer Support Manager

Job Description:

Gold Fields is seeking an experienced Online Customer Support Manager to join our team in Pretoria, Gauteng. As the Online Customer Support Manager, you will be responsible for managing and overseeing all aspects of online customer support for our company. This role requires a highly motivated individual with a passion for customer service and a strong ability to think innovatively and adapt to changing customer needs.

Responsibilities:

- Develop, implement, and manage online customer support strategies to enhance customer satisfaction and ensure positive customer experiences. - Supervise a team of online customer support representatives, providing guidance, training, and support as needed. - Monitor and analyze key performance metrics to assess the effectiveness of online customer support initiatives and identify areas for improvement. - Act as a liaison between customers and internal departments to facilitate efficient resolution of customer inquiries, complaints, and issues. - Collaborate with cross-functional teams to implement new processes and technologies to improve online customer support operations. - Stay up-to-date on industry trends and best practices in online customer support to ensure that Gold Fields remains at the forefront of customer service excellence.

Requirements:

- Bachelor's degree in Business Administration, Marketing, or a related field. - Proven experience in online customer support, with a minimum of 6 years of relevant experience. - Strong leadership and communication skills, with the ability to motivate and inspire a team. - Excellent problem-solving and decision-making abilities. - Proficiency in customer service software and CRM systems. - The ability to work in a fast-paced environment and adapt quickly to changing priorities. - Passionate and resourceful individual with a strong commitment to delivering exceptional customer service. - Highly innovative mindset with a drive to continuously improve processes and procedures.

Benefits:

- Vision insurance - Training & professional development opportunities - Profit sharing program

Working Environment: At Gold Fields, we believe in empowering our employees to take ownership and make impactful decisions. We foster a collaborative and supportive work environment where creativity and innovation are encouraged.

Equal Opportunity Statement: Gold Fields is an equal opportunity employer and is committed to promoting a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, ethnicity, gender, age, disability, sexual orientation, religion, or any other protected characteristic.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.