Role Summary:

The successful candidate will be responsible for managing the daily operations of a team of customer support representatives, ensuring the efficient resolution of account and billing-related enquiries while delivering an exceptional customer experience.

This role requires a hands-on leader who can coach and develop team members, drive performance against key service metrics, manage escalations, and identify opportunities to improve processes and customer satisfaction.

Responsibilities:

• Lead, motivate, and develop a team of customer support representatives.

• Monitor individual and team performance against key performance indicators (KPIs).

• Conduct regular coaching sessions, performance reviews, and quality assessments.

• Manage workforce planning, scheduling, attendance, and leave administration.

• Foster a positive, collaborative, and customer-centric team culture.

• Oversee the resolution of customer account and billing enquiries.

• Handle complex and escalated customer complaints professionally and efficiently.

• Ensure customer interactions meet company service standards and compliance requirements.

• Drive improvements in customer satisfaction and first-contact resolution.

• Support the team in resolving billing disputes, invoice queries, payment allocation issues, and account-related concerns.

• Ensure accuracy and consistency in account administration processes.

• Identify recurring customer issues and work with relevant stakeholders to implement corrective actions.

• Monitor adherence to billing policies, procedures, and service level agreements.

• Develop, review, and maintain standard operating procedures and process documentation.

• Analyse operational and customer service data to identify trends and improvement opportunities.

• Prepare and present daily, weekly, and monthly performance reports.

• Recommend and implement initiatives to improve efficiency, service quality, and customer experience.

• Collaborate with internal departments including Finance, Operations, and Customer Experience teams.

• Escalate operational challenges and propose solutions to management.

• Participate in cross-functional initiatives aimed at improving customer outcomes and business performance.

Qualifications Required:

• Matric / Grade 12

• Post matric qualification in Finance, Accounting, Business Administration, Customer Service Management, or a related field will be advantageous.

Work Experience:

• Minimum 2-4 years' experience in a customer service or call centre environment.

• Previous experience leading or supervising a customer support team.

• Experience handling account management, billing enquiries, payment allocations, and customer account administration.

• Sound understanding of billing processes, and customer account management.

Additional:

• Willingness to work shifts, including weekends and public holidays when required.

• Sound understanding of billing processes, account reconciliation principles, and customer account management.

• Excellent communication, coaching, and interpersonal skills.

• Strong analytical, reporting, and problem-solving capabilities.

• Proficiency in CRM, billing, and customer service systems.

• Ability to manage competing priorities in a fast-paced environment.