Customer Support Lead for Technical Equipment

Placements24; Upington; In loco; ZAR 600.000 - 900.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Retirement benefits

Relocation assistance

Leadership development

Career growth opportunities

Descrizione del lavoro

Placements24 in Upington, Northern Cape, is seeking an experienced Customer Support Lead to head the support division. You will guide a team of representatives, resolve complex technical inquiries, and implement strategies to raise efficiency and customer satisfaction.

You will monitor KPIs, provide coaching, and collaborate with engineering on product feedback, ensuring the team stays current with product knowledge and support procedures. This role is based on-site in Upington.

Competenze

• Minimum 5 years in customer support with leadership exposure.
• Proven ability to drive process improvements and SLAs.
• Strong technical aptitude related to manufacturing or technical equipment.

Mansioni

• Lead and mentor a high-performance customer support team.
• Oversee resolution of complex technical inquiries and issues.
• Develop and implement support strategies to improve efficiency and satisfaction.
• Monitor KPIs like response times, resolution rates, and CSAT.
• Act as escalation point for challenging customer cases.
• Collaborate with product development to relay customer feedback.
• Ensure up-to-date knowledge of product features and support procedures.
• Conduct regular performance reviews and coaching for the team.
• Manage resources to meet SLAs and prioritize customer centricity.

Conoscenze

Leadership

Customer service excellence

CRM systems

Team mentorship

Analytical thinking

Conflict resolution

Communication

Formazione

Bachelor's degree in Engineering, Business Admin, or related field

Strumenti

Zendesk

ServiceNow

Descrizione del lavoro

Placements24 in Upington, Northern Cape, is seeking an experienced Customer Support Lead to head the support division. You will guide a team of representatives, resolve complex technical inquiries, and implement strategies to raise efficiency and customer satisfaction.

You will monitor KPIs, provide coaching, and collaborate with engineering on product feedback, ensuring the team stays current with product knowledge and support procedures. This role is based on-site in Upington.