Assistant Manager: Client Contact Centre

3 days ago

Johannesburg, Gauteng, Saudi Arabia FlySafair Full time

Description

  • 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.

Requirements

  • Grade 12 or equivalent;
  • Preferable bachelor's degree / business diploma;
  • Internal training on policies, Zendesk, Phone systems, Radix system and PayU if required;
  • 3 years in leadership position;
  • Call centre experience;
  • Proficient in the use of Microsoft Office Word, Excel and Outlook.

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; - Immaculate time keeping.

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