Client Support Manager

MRI Software; Cape Town; Hybrid; ZAR 200,000 - 300,000; Full time

Job summary

A leading real estate software company in Cape Town is seeking a Manager for its Client Support team. The successful candidate will oversee a team responsible for resolving customer inquiries by monitoring performance against benchmarks, providing coaching, and ensuring efficient client interactions. Applicants should hold a Bachelor’s degree and have supervisory experience, excellent communication skills, and problem-solving abilities. This role offers a hybrid working model with attractive benefits.

Benefits

Office breakfasts

Quarterly lunches

Virtual social events

Medical aid scheme

Competitive pension plan

Parental leave

25 days annual leave

Tuition reimbursement

Flexible work location for two weeks annually

Qualifications

• Previous supervisory or management experience preferred.
• Customer service experience preferred.
• Inbound support centre experience preferred.

Responsibilities

• Manage team performance against benchmarks.
• Monitor phone and e-case queues for response times.
• Provide coaching and feedback to improve team performance.
• Conduct regular meetings with direct reports.
• Evaluate mid-year and end-of-year performance for team.
• Participate in strategic initiatives development.

Skills

Interpersonal communication skills

Time management

Leadership

Problem-solving skills

Organizational skills

Education

Bachelor’s degree or relevant training

Job description

Overview

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. We hire the absolute best employees to carry out our mission. We’re committed to a work environment that you look forward to every day, with a hybrid working model (3 days in-office, 2 days remote). This role is based at our Cape Town Office and will operate to North American (EST) working hours, from 08:30 until 17:00 EST, Monday-Friday.

We strive to be a global leader in real estate software, focusing on client success, employee engagement, and the growth of our people and partnerships as we drive a digital-first future for the industry.

Position Summary

As a Manager within our Client Support team, this role will oversee a team of Support Analysts who are responsible for responding to and resolving customer inquiries involving MRI Software modules. You will measure the performance of Analysts against established benchmarks, ensure all client interactions are handled in an efficient and quality-driven manner, and provide coaching to improve Analyst performance. You may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within your team.

Responsibilities

• Manage the performance of the team against all established Client Support benchmarks and metrics.
• Monitor phone and e-case queues to ensure calls are not abandoned and that all cases are responded to within established SLAs.
• Provide coaching and constructive feedback to improve performance and enable your team to achieve goals and MBOs.
• Participate in the escalation process, including working with clients and other MRI departments to resolve client cases.
• Conduct regularly scheduled team and one-on-one meetings with direct reports to address issues, provide performance updates, and give direction regarding company and department policies and procedures.
• Develop and implement tactical plans for achieving strategic initiatives.
• Perform monthly case quality audits of direct reports.
• Participate in the development of strategic initiatives to improve department efficiencies, processes, and the Client Experience.
• Evaluate and provide mid-year and end-of-year performance reviews for direct reports.
• Assist in implementing training plans for direct reports and identify areas for analyst development.
• Adhere to all established MRI Software policies and guidelines.
• Perform other duties and responsibilities as assigned and develop support knowledgebase documentation and articles.

Skills & Other Requirements

• Excellent interpersonal and professional communication skills, both verbal and written.
• Strong time management and organizational skills.
• Proven ability to lead a team to achieve operational goals.
• Ability to manage multiple tasks while prioritizing effectively.
• Excellent problem-solving, leadership, and coaching skills.
• Ability to work as a member of a team and cross-functionally.

Training & Experience

• Bachelor’s degree or other relevant combination of training and experience preferred.
• Previous supervisory or management experience preferred.
• Customer service experience preferred.
• Inbound support centre experience preferred.

Benefits

• We want our staff to love working here and offer perks such as office breakfasts, quarterly lunches, and virtual social events.
• Employee-led groups such as DEI committees and Pride/ Women and Allies groups support an inclusive culture.
• Medical aid scheme and competitive pension plan.
• Parental leave to spend time with new arrivals.
• 25 days of annual leave plus public holidays, plus 16 hours of flex time off.
• Tuition reimbursement schemes for professional development.
• Flexible work location: work from anywhere in the world for two weeks per year.

MRI continues to strive to amaze as a global industry leader in real estate software. Your talent is important to maintaining MRI’s high client experience standard and growth in the PropTech space. We encourage qualified candidates from diverse backgrounds to apply.