Customer Support Manager – Modderfontein
ABB
Modderfontein, Gauteng, South Africa
12d ago

As a Customer Support Manager you will be responsible to lead a team of specialists who provide internal and external customers support.

You will also be responsible to oversee customer support process, definition, implementation, and execution in order to achieve target levels of service quality, operational efficiency and customer satisfaction.

Your tasks as a Customer Support Manager will include the following :

  • Strategy : Create, implement, monitor and review customer support strategy.
  • Targets : Define key targets and ensures these are achieved for the customer support.
  • Process development : Develop, implement, and maintain customer support processes. Participate in customer support related development projects (e.
  • g. tools, competences, resources).

  • Customer assistance : Ensure the resolution of customer issues (e.g. order, technical, payment) by coordinating with sales, operations, supply chain management, and other internal and / or external teams.
  • Coordinate resolution with after-sales service and / or spare parts teams.

  • Quotations, invoicing & credit limits : Oversee price quotes to customers. Ensure timely issue of invoices for revenue generation.
  • Identify and closely follow up on customer issues relating to credit.

  • Special requests : Recommend appropriate solution for special customer requests, and coordinate with related teams to ensure the complete handling of the request (e.
  • g. resourcing, quotes, price lists, and invoice) is in place.

  • Reporting : Establish regular reports and statistics of the customer support process. Review and analyze performance against standards and prepares improvement plans.
  • People leadership and development : Ensure (with HR Manager Support) that the area of responsibility is properly organized, staffed, skilled and directed.
  • Coach, motivate and develop direct and indirect subordinates within HR policies. Drive and ensure know-how sharing and cross-collaboration.

    Requirements :

    Ideally you will have a degree or diploma in Business Management coupled with minimum 3 years’ of experience in a management role.

    Your knowledge and understanding of SAP will be an added advantage. You should demonstrate the kind of empathy that builds productive relationship with customers, need to be a self-

    starter with ability to think or generate conceptual solution, show a high level of initiative that will place him or her in the best position to meet the demands for this position, be able to think analytically, well organized and systematic to solve or support customer as quickly as possible, work independently as well as in a team.

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