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Job Summary
Our well-establish client is looking for a Customer Care Administrator to join their growing team. You will be responsible for monitoring, managing, and upskilling the Customer Care Consultants (CCC) to ensure quality assurance standards and to action higher-level query resolutions and engage in system improvement recommendations. The full planning, implementation, maintenance, and upgrades of agreed upon systems, processes & staff will be controlled and guided by the Customer Care Administrator. Duties and responsibilities (include but are not limited to): Division supervision & management: Supervise CCC to ensure service and quality objectives are met; Check and qualify orders outside of system "rules" with a higher-level of data-subjectivity; Maintain consequential customer information; Assist CCC to resolve more complex queries; Improve quality results by recommending changes; Investigate and resolve escalated customer queries/complaints daily; Provide team motivation and development to maximize performance; Ensure that the divisions hardware, software & equipment is in optimal working condition, if not a ticket to be raised with IT with the appropriate priority; Ensure that the CCC team is working effectively and efficiently throughout operating hours; Alert IT immediately should any systems go down or are not running optimally; Continuous assessment of systems & reporting used and recommend or report improvements/changes/concerns. Interdepartmental Engagement: Raising tickets / task where necessary with the appropriate level of priority/urgency; following up on tickets/tasks to ensure they are being addressed within reasonable time frames; Inform the Customer Experience Manager if tickets/tasks are not attended to within reasonable time frames Checking (testing) that closed tickets/tasks have been fulfilled as required; Regular engagement with the Stores Supervisor to ensure comprehensive operational flow and efficiency. Reporting: Create, review and present feedback to the management team in a professional manner; Create, review and present feedback to external stakeholders & third parties in a professional manner; Continuously update and maintain accurate weekly/monthly reporting as required by the Customer Experience Manager. Management Support: Engage with external stakeholders professionally; Make informed decisions and execute them within the scope of your position; Provide adequate and reliable support to your manager where required; Train subordinates/selected staff to conduct departmental training and/or on-boarding training, etc.; Provide adequate and reliable support to the leadership team across the business where required; Inherit the responsibilities/reporting from the Customer Experience Manager in her absence; On-boarding training of new staff on required systems and processes Staff Supervision: Supervision of Customer Care Administrator in managing diverse administrative responsibilities; Create, implement and maintain relevant training material, policies, procedures & SOPs within your department; Evaluate and manage subordinates performance through target setting, appraisals, poor performance counselling and corrective action (where no action has been implemented there must be a valid reason); Handle disciplinaries, grievances and disputes in accordance with the relevant procedures and liaise with HR Manager; Identify where training is needed and facilitate the training accordingly; Manage and control time-keeping and leave for subordinates; Any operational requirements that can be automated and/or made more efficient to be raised with the management team; Assess all operational requirements on an on-going basis to ensure all are necessary with the changing needs of the business; Ensure your departments are adequately staffed in accordance with operational requirements and there is sufficient workload for each staff member. Effective Self-management and Teamwork: Build and maintain friendly, professional, and effective relationships (ITO colleagues, agents, Employee Recognition programme, etc.); Ensure you are always up to date on the companys communication platforms (e.g. Slack and email) and that requests through the platforms have been addressed within a timely manner; Continually uphold the values and maintain a positive attitude. Handle stress in ways that do not negatively impact others and respond openly to feedback; Pro-active anticipation and communication of potential problems; Upskill & maintain your general knowledge and skills to perform your roles and responsibilities; Consistently evaluate your own workload, as well as the type and the priority of the work you are busy with. These need to be aligned to the value of your time, as well as to the current priorities of the company. If they are not, or you are in doubt this needs to be raised with the Customer Experience Manager; Ensure tasks allocated to you have been recorded and tracked so they are not missed, or they do not need to be readdressed and reallocated to you at a later stage. This should be done at the time of the task being allocated to you or as soon as possible after that. Seek clarity on the exact description of what is expected of you if you feel that it is not clear. Minimum requirements: Matric Qualification/Degree Reporting and Advanced analytical skills (incl. advanced Excel) Meticulous attention to detail Communication: Excellent verbal and written communication skills to effectively interact with team members, management, and customers. Strong problem-solving abilities Strong customer service orientation Performance Management: Experience in monitoring and evaluating team performance, setting goals, and implementing strategies to improve productivity and efficiency. Coaching and Mentoring: Capability to coach, mentor, and provide constructive feedback to team members to improve performance and development. Conflict Resolution Technical Proficiency: Call Centre software, Customer Relationship Management (CRM) systems, and other relevant technologies. Valid drivers license and own vehicle advantageous
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