Salary: R27 000 - R29 000 per month (Depending on Experience)
Working Hours: Permanent, Full-Time
About Us:
We are at the forefront of revolutionizing remote recruitment, with a commitment to pioneering innovative ways of connecting companies with the best remote talent. Our team blends creativity, innovation, and drive, focusing on crafting meaningful connections that transcend traditional hiring boundaries. We specialize in identifying and nurturing talent within sales, admin, marketing, and advertising roles, ensuring our partners and candidates embark on mutually beneficial journeys. Join us and be part of shaping the future of remote work.
The Role:
As the Service Manager, you'll act as the senior lead within a dynamic team of engineers, technicians, and apprentices, dedicated to delivering industry-leading customer services and network support. This role demands a hands-on approach, leading by example while overseeing workloads and performance to ensure the highest level of service through various communication channels.
Key Responsibilities:
- Customer Services & Technical Support: Oversee the customer service environment, managing all inquiries, escalations, and client complaints across 400+ holiday parks and resorts, ensuring satisfaction at every turn.
- Networks & Service Management: Maintain and manage the wireless network estate, utilizing tools like PRTG for proactive issue resolution, maintaining captive portals, and overseeing site maintenance schedules.
- Team Management: Lead a team of ~5 support staff, fostering a high-performing culture that meets company targets and customer SLAs. Inspire, recruit, and develop your team, maintaining resilience and decisiveness.
Essential:
- Experience in an ISP or MSP environment.
- Proven background in network support and customer service roles.
- Understanding of Wi-Fi technologies and network architecture.
- Certifications: Mikrotik (MTCNA and MTCRE), CWNA WiFi, or equivalent.
- Experience managing helpdesk tools (e.g., Zoho, Zendesk).
- Knowledge in knowledge base scripting, automation, and workflow design.
- Leadership and management certifications.
- ITIL or equivalent service management certification.
- Be part of a leading team dedicated to excellence in customer service and network support.
- Opportunity to work in a fast-paced, innovative environment.
- Competitive salary with a comprehensive benefits package.
- A chance to grow your career within a company that values innovation and talent development.
