Customer Care Supervisor - Cape Town

SUMMARY:
The core function of this role is to supervise the team of customer care agents and provide a support role to the maintenance contract desk and workshop administration requirements.

POSITION INFO:
Customer Care Supervisor - Cape Town An opportunity to grow within the company has arisen for a Customer Care Supervisor . About Our Client The company specializes in lift trucks and related industrial equipment . It operates a call centre, maintenance contract desk, and workshop administration service . The Role: Customer Care Supervisor The core function of this role is to supervise the team of customer care agents and provide a support role to the maintenance contract desk and workshop administration requirements . Key Responsibilities Supervise and manage staff in the call centre . Oversee the incident management system in the call centre, monitoring and ensuring all items are up to date and closed . Perform invoicing of retail, maintenance, and internal jobs\/wips daily, as well as collection\/invoicing of excess hours . Provide a support role to the service help desk, maintenance contract desk, and workshop administration requirements . Communicate regularly and provide feedback on admin status with customers and service staff . Process creditors, update schedules, capture overtime, and handle service admin customer queries . Ensure purchase orders are raised monthly for load testing as per schedule and certificates are uploaded on the shared drive . Maintain policies and procedures, and assist with maintenance agreements . About You Must have a minimum 5 years relevant experience . Must have matric . Possess strong managerial skills and computer skills including Microsoft Office Word, Excel, and PowerPoint . Ability to work quickly, accurately, and under pressure . Strong customer focus with the ability to communicate and deal with customers and technicians on all levels . Forklift industry experience is an advantage . Autoline experience is an advantage .