Technical Team Manager-SS
2d ago

Job description

Title : Technical Team Manager

Reporting to : Call Centre Manager

Location : Sandton, Johannesburg

About Us :

Quantanite is a challenger in the business process outsourcing (BPO) and customer experience

CX) world. We are focused on building the best possible global team to service the fast-growing

internet and VC-backed companies space. Currently we are 1, professionals globally with

our head office in London.

We’re different from other BPO providers because we care about our clients' business. We

listen properly, share ideas, and work in partnership with them. We help our clients strike the

right balance between emerging technologies and human talent to achieve instant

improvements and sustainable growth in an evolving digital age.

Duties and responsibilities

Effectively manage the customer relationship, consistently providing excellent customer service and assisting in achieving the departmental goal.

Handling queries through Omni-channel platforms, such as telephonic, email, and or chat.

To undertake business administration tasks including efficiently processing all customer queries.

You will be identifying customer’s needs through effective communication and passionate customer service.

Essential :

  • Customer service centric with a HIGH level of empathy towards customers
  • years Customer Service Team Leader
  • Experience in working with international customers; ( Added advantage)
  • Post matric qualifications;
  • Experience in the hospitality industry
  • High proficiency in verbal & written English
  • Exceptional administrative skills with sound planning, organizing, and time management skills, with sound follow-through after contact with customers
  • Problem-solving and solution-driven mentality.
  • Positive, motivated mindset
  • Patience and the ability to apply active listening.
  • Receptive to feedback takes directions and is aware of development areas
  • Knowledge retention- ability to learn and retain the knowledge of our product and services
  • Having worked in a travel booking environment will be advantageous
  • The ability to :

  • Prioritize and manage workflow
  • Resolve conflict situations amicably
  • Find effective solutions for customers
  • Effective problem solving and decision-making skills
  • Multi-task and cope with high work volumes
  • Work under pressure to meet performance KPIs and client service level agreements
  • Effectively share knowledge and expertise with customers and staff
  • Be agile and able to adapt to change in a fast-paced environment
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