Customer Care Supervisor - Cape Town

SUMMARY:
The core function of this role is to supervise the team of customer care agents and provide a support role to the maintenance contract desk and workshop administration requirements.

POSITION INFO:

Customer Care Supervisor - Cape Town

An opportunity to grow within the company has arisen for a Customer Care Supervisor.

About Our Client
The company specializes in lift trucks and related industrial equipment. It operates a call centre, maintenance contract desk, and workshop administration service.

The Role: Customer Care Supervisor
The core function of this role is to supervise the team of customer care agents and provide a support role to the maintenance contract desk and workshop administration requirements.

Key Responsibilities

• Supervise and manage staff in the call centre.

• Oversee the incident management system in the call centre, monitoring and ensuring all items are up to date and closed.

• Perform invoicing of retail, maintenance, and internal jobs/wips daily, as well as collection/invoicing of excess hours.

• Provide a support role to the service help desk, maintenance contract desk, and workshop administration requirements.

• Communicate regularly and provide feedback on admin status with customers and service staff.

• Process creditors, update schedules, capture overtime, and handle service admin customer queries.

• Ensure purchase orders are raised monthly for load testing as per schedule and certificates are uploaded on the shared drive.

• Maintain policies and procedures, and assist with maintenance agreements.

About You

• Must have a minimum 5 years relevant experience.

• Must have matric.

• Possess strong managerial skills and computer skills including Microsoft Office Word, Excel, and PowerPoint.

• Ability to work quickly, accurately, and under pressure.

• Strong customer focus with the ability to communicate and deal with customers and technicians on all levels.

• Forklift industry experience is an advantage.

• Autoline experience is an advantage.