Remote Customer Support Manager

Job Description:

Exxaro Resources, a leading mining company based in Johannesburg, Gauteng, is seeking a part-time Remote Customer Support Manager to join our team. This position is at a mid-to-senior level and requires a minimum of 7 years of experience in customer support or a related field.

Responsibilities: 1. Manage a team of remote customer support agents to ensure excellent customer service and satisfaction. 2. Develop and implement strategies to improve customer support processes and procedures. 3. Monitor team performance and provide regular feedback and coaching to enhance efficiency and effectiveness. 4. Collaborate with other departments to address customer issues and provide timely resolutions. 5. Analyze customer feedback and data to identify trends and opportunities for improvements. 6. Conduct regular training sessions for the customer support team to enhance their skills and knowledge. 7. Develop and maintain customer support policies and procedures to ensure consistency and quality service delivery. 8. Handle escalated customer issues and complaints in a professional and timely manner. 9. Utilize customer support tools and technology to streamline operations and improve customer experience. 10. Prepare regular reports on customer support metrics and KPIs for management review.

Requirements: 1. Minimum of 7 years of experience in customer support or a related field. 2. Strong leadership and management skills to effectively lead a remote team. 3. Excellent communication and interpersonal skills to interact with customers and team members. 4. Confident and energetic personality to inspire and motivate the team. 5. Strong research and project management skills to drive continuous improvement initiatives. 6. Ability to work in a fast-paced environment and adapt to changing priorities. 7. Proficiency in customer support tools and technology. 8. Bachelor's degree in business administration or a related field (preferred).

Benefits: 1. Relocation allowance for eligible candidates. 2. Life insurance coverage. 3. Travel and spending expenses covered for work-related activities. 4. Opportunity for ongoing learning and development for personal and professional growth.

Equal Opportunity Statement: Exxaro Resources is an equal opportunity employer and does not discriminate on the basis of race, gender, age, religion, or any other protected category. We are committed to creating a diverse and inclusive work environment where all employees can thrive and succeed.

Deadline to apply: 2024-05-11

Join Exxaro Resources and be part of a dynamic team dedicated to providing top-notch customer support services. Apply now to make a difference in the mining industry!

How to apply:

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