Johannesburg - Gauteng - South Africa
We are seeking a dynamic Customer Service & Warranty Manager to lead the customer service team and drive operational excellence. This role demands a strategic thinker with a proven ability to build and motivate high-performing teams. You must have 3+ years in a warranty management role, ideally within the ICT distribution sector. Proficient in data analysis and reporting. Experience in customer service environments with a strong focus on enhancing customer satisfaction. Familiarity with working in settings governed by SLAs. Experience with call centre technologies and software, including ERP and ticketing systems. 2+ Years of experience in a management position, leading and developing a team.
You need Matric with mathematics is essential and basic understanding of finance, including accounts payable (AP) and accounts receivable (AR). Some Regional travelling is involved so you must have a reliable vehicle.
Type: Permanent
Salary: R45 000 CTC
Area: Onsite in Johannesburg
Key Responsibilities
- Team Leadership: Supervise and mentor a team of customer service representatives, providing them with coaching, guidance, and constructive feedback to enhance customer service quality.
- Reporting and Analytics: Generate reports and analyse statistics to inform decision-making.
- Customer Training: Conduct virtual and in-person training sessions for customers.
- Claims Management: Oversee the claims process involving retailers and the debtors team.
- Logistics Oversight: Manage the complete reverse logistics process.
- Extended Warranty Management: Oversee the extended warranty processes and reconciliation.
- Issue Resolution: Address customer escalations and resolve complex issues promptly and professionally.
- Process Improvement: Identify and implement strategies for enhancing processes, reducing costs, and driving revenue growth.
- Cross-Functional Collaboration: Work closely with teams from Sales, Technical Support, and Brand Management to ensure consistent communication and alignment across departments.
- Process Development: Create and implement efficient processes and procedures aimed at optimising call centre operations, focusing on workflow management, staffing, and performance assessment.
- Performance Analysis: Monitor and report on key performance indicators (KPIs) such as call volume, resolution rates, and customer satisfaction metrics.
- Training Programs: Design and deliver training initiatives to ensure representatives are well-versed in products, services, customer SLAs, and vendor agreements.
- Compliance Management: Ensure adherence to company policies, procedures, and relevant industry regulations.
- Stock and Sales Management: Handle stock management and sales processes effectively.
Experience and Knowledge
- Industry Experience: A minimum of 3 years in a warranty management role, ideally within the ICT distribution sector.
- Leadership Success: Demonstrated success in leading teams and meeting business objectives.
- Data Analysis Skills: Proficient in data analysis and reporting.
- Customer Service Background: Experience in customer service environments with a strong focus on enhancing customer satisfaction.
- SLA Experience: Familiarity with working in settings governed by SLAs.
- Technology Proficiency: Experience with call centre technologies and software, including ERP and ticketing systems.
- Management Experience: At least 2 years of experience in a management position, leading and developing a team.
- Educational Background: High school diploma with mathematics is essential.
- Financial Acumen: Basic understanding of finance, including accounts payable (AP) and accounts receivable (AR).
- Technical Proficiency: Skilled in MS Word, Excel, Outlook, and PowerPoint.
- Communication Skills: Exceptional verbal and written communication abilities.
- Leadership and Problem-Solving: Strong leadership, communication, and problem-solving skills.
- Data-Driven Decision Making: Ability to analyse data effectively to inform decisions.
- Customer Service Orientation: Strong commitment to customer satisfaction and service excellence.
- Numerical Skills: Capability to perform basic calculations and work effectively with numbers.
- Organisational Skills: Highly organised, SLA-focused, with excellent time management.
- Interpersonal Skills: Strong attention to detail and developed negotiation skills.
- Management Competencies: Comprehensive management skills, including recruitment, performance management, coaching, mentoring, delegation, and supervision.
- Conflict Management: Ability to handle conflict situations tactfully and diplomatically.
- Team Collaboration: Capacity to work collaboratively in a team environment as well as independently.
