Online Customer Support Manager

Position: Online Customer Support Manager

Company: Multichoice Group

Location: Johannesburg, Gauteng, ZA

Job Type: Part-time

Seniority: Mid-to-Senior Level

Years of Experience: 7

Deadline to Apply: 2024-05-29

Equal Opportunity Statement: Multichoice Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Job Description:

As the Online Customer Support Manager at Multichoice Group, you will be responsible for overseeing and managing all aspects of customer support within the online platform. You will lead a team of support representatives and ensure that our customers receive exceptional service and support. Your primary focus will be on improving customer satisfaction, resolving customer issues promptly, and driving customer loyalty.

Responsibilities:

- Manage a team of online customer support representatives, including hiring, training, and performance evaluations - Develop and implement customer support processes and procedures to improve efficiency and effectiveness - Monitor customer inquiries and feedback, and ensure timely and professional responses - Collaborate with other departments, such as marketing and product, to address customer concerns and enhance the overall customer experience - Analyze customer data and feedback to identify trends and opportunities for improvement - Maintain a high level of customer satisfaction and loyalty through exceptional service delivery - Handle escalated customer issues and provide solutions to ensure customer retention - Stay up-to-date on industry trends and best practices in customer support and implement new strategies as needed - Provide regular reports and updates to senior management on customer support performance and metrics

Requirements:

- 7 years of experience in customer support or related field - Bachelor's degree in business administration, marketing, or a related field - Strong leadership skills with a passion for delivering exceptional customer service - Excellent communication and interpersonal skills - Ability to work effectively in a fast-paced, dynamic environment - Strong attention to detail and ability to multitask - Proficiency in customer support software and systems - Ability to analyze data and metrics to drive decision-making - Experience in managing a team and driving team performance - Dedicated, passionate, and customer-focused mindset

Benefits: - Remote work flexibility - Free accommodation - Paid sick leave

Working Environment: At Multichoice Group, we strive for a harmonious workplace where collaboration and respect prevail. We believe in fostering a supportive and inclusive environment where every team member can thrive and contribute to our success.

If you meet the requirements and are ready to take on the challenge of leading our online customer support team, we encourage you to apply before the deadline. We look forward to welcoming a dedicated and passionate individual to our team.

How to apply:

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