Customer Service Manager (SSA Service Division / VOC Operation / Contracts / Customer Service) – Johannesburg

Location: Johannesburg, Johannesburg, South Africa
Date Posted: 16-11-2018
Reference Number: TYD131118
Job Description: 
An Internationally branded company is currently in search of a Customer Service Manager to join their team in their Consumer Electronics division within Johannesburg. 
  • To manage the Contact Centre Operation
  • KPI Management
  • Management of all VOC Escalations to the VOC Team from all internal and external sources
  • Plan and implement call center expansion plan throughout Africa
  • Manage Sample Units ordering, distribution & maintain asset register
  • Conduct Annual benchmarking with competitors and other outsourced call center's
  • Ensure that call center staff are adequately trained on product, policies and procedures
  • Ensure that processes and policies are in line with HQ standards
Requirements: Qualification and Skill 
  • Matric (level 12)
  • Minimum of 5 years’ experience within the Contact Centre Industry at a management level
  • Minimum of 5 years in a Customer Service Role
  • Experience within the Consumer Electronics Industry
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