Requirements:
Minimum qualification Grade 12. Relevant tertiary qualification will be advantage. Minimum of 5 Years experience in a customer-service environment. Minimum of 3 Years’ experience in a supervisory/management role. Computer literate (Excel, Microsoft Word, Outlook, Power Point) Experience with Sage Evolution will be an advantage. Willingness to work standby when absolutely necessary Fluent in English and additional African language will be an advantage. Good interpersonal skills. Clear and professional articulation when answering customer calls. Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile. Positive attitude and ability to work against a deadline, solving problems pro-actively. Able to work under pressure. Duties will include but not limited to:
Responsible for customer after sales services. A strategic approach to services by analyzing customer and product data with the goal of stimulating other value (revenue) streams and driving competitive advantage for the business. Establish and lead a high-performance team measured by performance KPIs. Responsible for building and maintaining team capability (both admin staff and technician skills on admin work). Administer, finalize, and approve department costs such as overtime, travel and accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts. Keep track of Technician performance and recalls on a weekly basis - record reason and implement corrective action. Promote teamwork within the department and cross-functionally. Actively resolve issues that come up. Define a national subcontractor strategy to ensure the business delivers on customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs. Maintain positive relationships with Asset Management Companies. Ensure efficient scheduling of call outs with in-house technicians and sub-contractors. Monitor call logging and ticketing on the in-house system, ensure efficient and accurate processing and closing off tickets in time for month-end deadlines. Resolve issues jointly with Finance as needed. Prepare and sign off customer quotes as needed Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises. Manage staff weekend stand-by schedule. Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements Perform duties cross functionally with other departments and promote inclusiveness. Share important market events and insights with Technical so that corrective action is taken on Product. Income and Expense management. Liaise with senior management and directors on a regular basis on feedback In return a highly competitive salary is on offer.  Please note that this is a supervisory position and proven supervision exp is required.

ONLY CANDIDATES WHO CURRENTLY RESIDE IN THE WESTERN CAPE WILL BE CONSIDERED FOR THIS POSITION.