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March 28 2024     EnglishEnglish

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Job Offer: Customer Service Team Manager:

Job description:



Submitted by The Student Hub... on Wed, 2021-09-01 15:06

The Student Hub is a smart education company that has created a learner-centric education system where

every learner is equipped to discover and achieve their life purpose. We partner with TVET Colleges, offering Distance Learning and Blended Learning to their students. The customer service team manager leads and supports the customer service agent to deliver outstanding support to our students.

People Management

• Leading a team of approximately 8 customer service agents ; responsible for overall direction, coordination, and evaluation of the team.

• Identifying and eliminating barriers to accuracy, productivity, and quality

• Organizes, prioritizes and schedules work assignments to meet business needs.

• Manages workforce, develops and maintains staff scheduling and capacity planning.

• Carrying out managery responsibilities; additional responsibilities include planning, assigning, and directing work; compensateing and disciplining employees; and effective conflict resolution.

• Communicating policies to customer service agents and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

• Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.

Project and Operations Management

• Owning escalated customer contacts and leading the effort to satisfactorily resolution

• Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes

• Providing prompt, efficient, detailed, customer-oriented service to The Student hub customers

• Working with other student support services teams to ensure a consistent and high-quality level of support

• Driving projects that improve support-related processes

• Working with customers to understand how they use The Student Hub services, and providing valuable feedback to business and development teams

• Acting as an advocate for our customer, reporting and acting on observed areas for improvement

• Actively seeking solutions to customer needs, communicating trends to SSS Manager, and suggesting innovative solutions on behalf of the customer practice

• Assisting with customer communication during The Student Hub critical launches and support events

• Assuming responsibility for developing detailed expertise about specific product lines and features

• Making sure internal expertise reference pages are updated

• Perform ambiguous tasks without guidance and support and can suggest actions without having all the information.

Requirements: 

Basic Qualifications

• 1+ years previous leadership abilities practice preferably in contact center or customer service operations.

• Familiarity with general principles of workforce in a customer service environment

• capability to be flexible in shift assignments and work areas, including nights and weekends

• Demonstrating The Student Hub leadership abilities Principles and culture in current function

• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication expertise desired

Preferred Qualifications

• Bachelor's degree preferred

• Customer service management practice

• 2 years previous practice supervising a team in a customer service environment

• capability to function in an ambiguous, fast paced work environment

• practice with student administration or education space (advantage)

You are welcome to send your CV with subject line: Customer Service agent. Please note that only short-listed candidates will be contacted.

Employment Type: 

Permanent

Employer's name 

TSH Online

Company Job location: 

   » Cape Town - Southern SuburbsClick here to apply

Skills:

Job Category: Broadcast/Publishing [ View All Broadcast/Publishing Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Other
Company Type Employer
Post Date: 03/22/2024 / Viewed 679 times
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