Assistant Manager: Client Contact Care

Location: Kempton Park, South Africa
Salary: Hourly
Job Ref: JHB000246/Shand
Summary: FlySafair requires the services of Assistant Manager: Client Contact Centre that will report to the Manager: Customer Care Centre and be based at Kempton Park.



Job 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 Centre.
- Matric (Grade 12); 
- Preferable bachelor’s degree / business diploma; 
- Call centre experience; - Must have good computer skills; 
- Internal training on policies, Zendesk, Phone systems, Radix system and PayU (if required); 
- 3 years in leadership position. 
- 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.


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