Online Support Manager

Job Description:

We are seeking an experienced Online Support Manager to join our team at Rand Merchant Investment Holdings in Soweto, Gauteng, ZA. As an Associate Level position, the ideal candidate should have at least 5 years of experience in a similar role. The Online Support Manager will be responsible for overseeing and managing the online support team, ensuring the delivery of exceptional customer service to our online customers.

Responsibilities: 1. Lead and manage the online support team to deliver high-quality customer service through various online channels. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Monitor and analyze customer feedback and metrics to identify areas for improvement. 4. Collaborate with cross-functional teams to drive product improvements and enhancements based on customer feedback. 5. Provide training and guidance to the online support team members to ensure they are equipped to handle customer inquiries effectively. 6. Maintain a deep understanding of our products and services to provide accurate and timely information to customers. 7. Handle escalated customer issues and complaints, resolving them in a professional and timely manner. 8. Continuously identify opportunities for process improvements to streamline operations and enhance the customer experience. 9. Stay updated on industry trends and best practices in online customer support to drive innovation and excellence.

Requirements: 1. Bachelor's degree in Business Administration, Marketing, or related field. 2. Proven experience in a customer service or online support management role. 3. Strong leadership and communication skills. 4. Ability to work in a fast-paced environment and handle multiple priorities. 5. Proficiency in technology and online customer service platforms. 6. Reliable and adaptable with a creative and analytical mindset. 7. Ability to motivate and empower team members to achieve success. 8. Excellent problem-solving and decision-making skills.

Benefits: 1. Paid Time Off (PTO) 2. Joining Bonus 3. Paid sick leave

Working Environment: Join a dynamic team at Rand Merchant Investment Holdings where you can achieve success in a high-energy workplace focused on delivering impactful results. We value teamwork, innovation, and continuous improvement to drive customer satisfaction and business growth.

Deadline to Apply: 2024-06-22

Equal Opportunity Statement: Rand Merchant Investment Holdings is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from qualified individuals of all backgrounds, including those with disabilities and members of minority groups.

How to apply:

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