Customer Care Supervisor - Cape Town

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 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.

• 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.

• 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.