Job Description

REQUIREMENTS

• Matric, bachelor's degree / Diploma in a relevant field (e.g. Business, Marketing, Management, Business Administration, or related field - Highly Advantageous
• 3-5 years of experience in managing sales, customer service, technical support or help desk teams
• Track record of achieving service targets, or demonstrable success in prior sales/customer-service roles
• Strong leadership and communication skills
• A proactive mindset and solution driven
• A passion for improving systems and helping people succeed

DUTIES

• Lead, mentor, and develop the help desk team to ensure high levels of performance and morale
• Set clear expectations and KPIs for help desk staff, holding them accountable for the daily actions required
• Build a culture of professionalism, accountability, and continuous improvement
• Hire new staff according to team requirements
• Train the team following quarterly reviews and where there are shortfalls in skills
• Develop and execute a help desk strategy that aligns with company goals and drives operational excellence
• Establish clear policies, procedures, and service standards to ensure consistency and high-quality support
• Document and update standard operating procedures (SOPs) to ensure consistency and compliance
• Motivate the team to consistently meet or exceed their KPIs.
• Serve as the final escalation point for critical or complex support cases
• Track and analyse key performance indicators (KPIs), including Ticket resolution times
• Prepare and present weekly reports to the Managing Directors, highlighting bottlenecks, network specific issues, and clear actions for improvement
• Conduct regular quality assurance checks to maintain service excellence

Salary: R negotiable dependent on experience
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Skills Required