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A career opportunity
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A career opportunity exists for the right candidate in Richmond
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Reference No: 1029542
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An opportunity has presented itself to appoint a suitably qualified candidate into the position of Head: Customer Support Department. This is a Permanent position based at Richmond .
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Job Summary:
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This role is responsible for overseeing the daily operations of the customer support department and to identify opportunities to increase customer satisfaction, loyalty and retention.
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Minimum Criteria Required:
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Degree in Medical Technology or Healthcare, advantageous
BSc/BA in Business Administration, Marketing or a related field or other relevant qualification.
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Experience:
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2 to 3 years of experience in a supervisory/managerial role
Experience in the Pathology / Health care sector is advantageous
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Relevant Job Knowledge:
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Key Performance Areas:
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• Team Management: Lead and manage a team of customer support agents, providing guidance, coaching and support to ensure they deliver exceptional customer service.
• Issue Resolution: Handle escalated customer inquiries, complaints, and complex issues, working to find effective solutions and ensure customer problems are addressed promptly to maintain trust and loyalty.
• Performance Monitoring: Track and evaluate the performance of the customer support team, including response times, resolution rates, and customer satisfaction scores. Identify areas for improvement and implement initiatives to enhance team performance.
• Process Optimisation: Contribute to developing and refining customer support processes and procedures to streamline operations, improve efficiency, and enhance the overall customer experience.
• Innovation: Identify and implement new tools, technologies, or approaches to enhance the customer journey.
• Customer Insights: Gather and analyse customer feedback to identify trends, assess customer needs, and make necessary changes to improve the quality of customer support services.
• Monitoring metrics: Tracking key performance indicators like Net Promoter Score (NPS), and generating reports to present data that provides insights into customer support performance, customer satisfaction levels, and areas requiring attention.
• Training and Development: Organise and oversee ongoing training and development for customer support employees, ensuring they are well-equipped with product knowledge, customer service techniques, and company policies.
• Budget Management: Manage the department's budget, including staffing costs, technology expenses, and other resources necessary for delivering effective customer support.
• Communication and team collaboration: Serve as a liaison between the customer support team and other departments within the organization, such as Marketing, Billing and IT, fostering effective communication and collaboration to address customer issues and improve processes.
• Strategy development: Contribute to the development of customer support strategies and long-term plans that align with the company's goals and objectives. Help create a vision for delivering exceptional customer experience.
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Competencies:
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Remuneration:
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Compensation is commensurate with qualification and experience level.
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PLEASE NOTE
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- Closing date: 6/19/2025 12:00:00 AM
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LANCET
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