Description:
Job Title: CRM Team LeaderLocation: Johannesburg (CBD) Position Summary:
To support and manage staff, internal and external customers by providing customer service and administrative assistance for the CRM department.
Key Responsibilities:
Ticket Administration
- Oversee daily ticket management by
- Monitoring unassigned tickets and assigning them appropriately.
- Ensuring all assigned tickets are actively responded to.
- Identifying and escalating outstanding tickets.
- Manage first-contact resolution by:
- Reviewing closed tickets to verify the correctness of provided solutions.
- Ensuring appropriate responses and timely resolution for all queries and escalations.
- Track and manage all interactions with tenants and internal stakeholders by:
- Reviewing the latest update spreadsheet from the line manager.
- Identifying unresolved matters and escalating follow-up issues to the line manager.
- Maintain a high standard of customer experience by:
- Performing random ticket quality checks.
- Identifying quality gaps and escalating concerns accordingly.
- Conduct weekly ticket quality assessments:
- Evaluate ticket content, interactions, and resolutions using the CRM quality scorecard.
- Highlight and escalate any quality issues for correction.
- Monitor support team timekeeping:
- Ensure timely login at shift start per roster.
- Track attendance and resolve timekeeping discrepancies.
- Handle all escalated tickets:
- Review ticket content and collaborate with relevant departments to ensure resolution.
Reporting
- Generate and present reports on:
- Daily query drivers and team performance challenges.
- Weekly, monthly, and ad-hoc basis as required.
- Provide insights for review and discussion with the line manager.
Coaching
- Support agent development by:
- Conducting regular one-on-one coaching sessions.
- Monitoring tenant interactions (calls and messages).
- Providing constructive feedback and establishing actionable improvement plans weekly.
Qualifications and Experience
- NQF level 4 essential,
- NQF 5 in Customer Relationship Management is preferred
- 1 year experience in leadership position (Essential) and Property related experience(advantageous)
Competencies
- Customer Service
- Administration
- Reporting
- Coaching
- Service delivery
- Written and verbal communication
- Problem solving
- Interpersonal skills
- Intrapersonal skills
- Deadline driven
- Planning
Requirements:
- Oversee daily ticket management by
- Monitoring unassigned tickets and assigning them appropriately.
- Ensuring all assigned tickets are actively responded to.
- Identifying and escalating outstanding tickets.
- Manage first-contact resolution by:
- Reviewing closed tickets to verify the correctness of provided solutions.
- Ensuring appropriate responses and timely resolution for all queries and escalations.
- Track and manage all interactions with tenants and internal stakeholders by:
- Reviewing the latest update spreadsheet from the line manager.
- Identifying unresolved matters and escalating follow-up issues to the line manager.
- Maintain a high standard of customer experience by:
- Performing random ticket quality checks.
- Identifying quality gaps and escalating concerns accordingly.
- Conduct weekly ticket quality assessments:
- Evaluate ticket content, interactions, and resolutions using the CRM quality scorecard.
- Highlight and escalate any quality issues for correction.
- Monitor support team timekeeping:
- Ensure timely login at shift start per roster.
- Track attendance and resolve timekeeping discrepancies.
- Handle all escalated tickets:
- Review ticket content and collaborate with relevant departments to ensure resolution.
- Monitoring unassigned tickets and assigning them appropriately.
- Ensuring all assigned tickets are actively responded to.
- Identifying and escalating outstanding tickets.
- Reviewing closed tickets to verify the correctness of provided solutions.
- Ensuring appropriate responses and timely resolution for all queries and escalations.
- Reviewing the latest update spreadsheet from the line manager.
- Identifying unresolved matters and escalating follow-up issues to the line manager.
- Performing random ticket quality checks.
- Identifying quality gaps and escalating concerns accordingly.
- Evaluate ticket content, interactions, and resolutions using the CRM quality scorecard.
- Highlight and escalate any quality issues for correction.
- Ensure timely login at shift start per roster.
- Track attendance and resolve timekeeping discrepancies.
- Review ticket content and collaborate with relevant departments to ensure resolution.
- Generate and present reports on:
- Daily query drivers and team performance challenges.
- Weekly, monthly, and ad-hoc basis as required.
- Provide insights for review and discussion with the line manager.
- Daily query drivers and team performance challenges.
- Weekly, monthly, and ad-hoc basis as required.
- Provide insights for review and discussion with the line manager.
- Support agent development by:
- Conducting regular one-on-one coaching sessions.
- Monitoring tenant interactions (calls and messages).
- Providing constructive feedback and establishing actionable improvement plans weekly.
- Conducting regular one-on-one coaching sessions.
- Monitoring tenant interactions (calls and messages).
- Providing constructive feedback and establishing actionable improvement plans weekly.
- NQF level 4 essential,
- NQF 5 in Customer Relationship Management is preferred
- 1 year experience in leadership position (Essential) and Property related experience(advantageous)
- Customer Service
- Administration
- Reporting
- Coaching
- Service delivery
- Written and verbal communication
- Problem solving
- Interpersonal skills
- Intrapersonal skills
- Deadline driven
- Planning
23 Apr 2025;
from:
careers24.com