Crisis24 Is Hiring: Customer Service Supervisor – Cape Town, South Africa

DEADLINE: NOT SPECIFIED

Position Overview

As a member of Crisis24’s Customer Success division, you will be supporting the Customer Service Manager in coaching and motivating our 24/7 front-line customer service representatives as they support our clients.

The Customer Service Supervisorwill hire employees and assist in the training process, ensuring that every agent is well prepared. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, and providing them with ongoing coaching opportunities. The successful candidate should be analytical, supportive, and act as a resource to agents, but also be prepared to jump in when needed.

Your focus will be on helping the team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive, assessing their work and providing feedback to maximize performance and instill elevated levels of customer service.

Be part of the team and part of the solution.

Essential Duties/Responsibilities

Oversees Crisis24’s 24/7 client support administrators.
Recruitment: assist in hiring and onboarding new agents.
Monitoring and evaluating agent performance, providing learning or coaching opportunities.
Shift scheduling and coordinating coverage when agents are on leave, sick or other emergencies.
Ensure adherence to company policies, including attendance, established procedures, performance standards, and taking/applying corrective/disciplinary action, if necessary.
Handle issues and problems and keep management informed.
Hold regular touchpoints with agents individually, and host team meetings.
Conducting regular call assessments and audits.
Motivates and supports agents through regular constructive feedback and communication to ensure agents perform at the highest level.
Assist with taking calls and handling tickets during busy periods/short coverage days.
Working with peers and management team to support agents and maximize customer satisfaction.
Respond to customer questions and complaints and troubleshoot problems with services or products.
Provides product/service information by answering questions, offering best practice assistance, and/or guidance on difficult calls.
Encourage team harmony.

Competencies

High emotional intelligence and self-awareness to encourage positivity and engagement throughout the team.
Proficient in the English language with outstanding interpersonal and communication skills, both written and verbal.
Ability to coach, train, and motivate employees and evaluate their performance.
Tech-savvy with knowledge of relevant computer programs and telephone equipment.
Analytical, efficient, and thorough.
Excellent negotiation and problem-solving skills and exceptional customer service expertise.
Strong understanding of company products, policies, and services.
Strong initiative to improve skills; has intellectual curiosity with a desire to learn and understand.
Flexible and able to adapt to change.
Displays trust, loyalty, and integrity.

Experience, Functional and Technical Requirements

Do not apply if you do not have the relative experience listed below:

5+ years of proven call center, customer service, or supervisory experience.
Matric or relevant certification will be an advantage.
Computer Proficiency: Microsoft Windows 10 and Office 365 applications.
Proficiency in Zendesk and NICE InContact is desirable, but not required.

Crisis24 is a 24/7/365 environment. Must be able to work shifts, including weekends, and public holidays. This position is office based.