Customer Support Team Leader

SUMMARY:
Electrical distributor looking for a Customer Support Team Leader to join their organisation.

POSITION INFO:
Responsible for supervising the customer support team, providing mentorship, leadership and guidance to the team. Develop relationships with customers by understanding their needs and providing excellent service by email, phone, videocon, and face-to-face from our branches. Investigating and solving customer problems. Excellent communication with customers and colleagues.

Responsibilities:

• Champion opportunities to consistently improve the quality of Customer Support.
• Implement training plans for each team member.
• Observe and coach staff to improve standards, knowledge, skills and behaviours.
• Develop capability and motivate internal staff to support the delivery of projects and strategy.
• Understand customer needs through their journey, from first contact to pre-sales to ongoing and after-sales support.
• Manage first contact with prospective customers by evaluating their potential ongoing needs and then either introducing them to products and services or sharing qualified leads with the relevant colleagues.
• Deliver service improvements to improve the customer support experience.
• Ensure standard operating procedures are being followed and company values are being demonstrated at all times when dealing with customers.
• Encourage and convert customers to our online portal.
• Ensure quality of advice given to customers is excellent regarding technical issues.

• An electrical or mechatronics qualification.
• Minimum 3 years' experience in the industrial electrical field preferably within a distribution environment.
• Knowledge of industrial automation products.
• Knowledge of application of products in the field.
• Technical knowledge in the fields of power distribution, motor control and energy management.
• Previous experience in a comparable customer service role in the electrical or industrial automation industry.

NB! This job is now closed. You can apply for other jobs by uploading your CV.