Assistant Manager

Johanneburg
negotiable Expires in 4 months

JOB DETAIL

Would You Like To Be An Assistant Manager For Safair?

About This Job

You will be reporting to the Manager: Customer Care Centre and be based at Kempton Park.

 

Accountabilities

– To assist with the management and support of the Team leaders, Social Media Consultants and Agents, which includes monitoring and correcting both quality and quantity of work; 
– Ensure that teams are trained and equipped to deliver high levels of service; – Work with team leaders on quality control; 
– Assist with Roster and Schedule Planning;
– Reporting on performance and KPIs; 
– Reports: to assist with the compilation of basic Call Centre reports; 
– Ensure that Contact Centre teams are well trained and deliver the best level of service; 
– Ensure that service level agreement turnaround times are met; 
– Ensure that work is of an optimum quality; 
– To feedback to Manager: Customer Care Centre on any recurrent issues that passengers appear to be facing so that these issues may be addressed and corrected at the root cause; 
– To Manage individual customer relations cases, particularly those escalated out of the Contact Centre environment and to resolve these, quickly, fairly and efficiently; 
– To manage the Refund Request Procedure, by checking the validity of the request, the supporting documentation (where necessary), the Financial aspect, before sign off; 
– To relieve the Manager: Customer Care Centre when needed;
– Weekly Reports;
 – Customer Relations cases to be resolved with 24 hours, notwithstanding extenuating circumstances, in which case daily updates to customer are required; 
– High pressure environment requiring “always on” performance of team; 
– Needs to closely supervise the Contact Centre and keep an eye on out stations; 
– Will be in daily contact with Manager: Customer Care Centre.
Key Requirements 
– Matric (Grade 12); 
– Preferable bachelor’s degree/business diploma; 
– Call center experience; – Must have good computer skills; 
– Internal training on policies, Zendesk, Phone systems, Radix system and PayU (if required); 
– 3 years in a leadership position. 
Personal Attributes
– Strong leadership ability; 
– Positive attitude and ability to be firm and fair, but also motivating to team; – Must have strategic oversight of business and be able to contribute meaningfully to the strategic direction of the airline; 
– Strong reporting skills.
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