Job Purpose

• Manage the day-to-day operations of a Customer Care team ensuring the achievement of targets and objectives as set out by the business.
• Ensure that enquiries are resolved quickly and competently, in a manner which enhances the organization’s customer relationships both internally and externally.
• Serve as a subject matter expert in a broad range of Schneider Electric product solutions & services.
• Manage and develop Customer Care Agents by through training and leadership.

Team erformance

• Ensure Technical Support Agents respond to complex customer enquiries (fax, phone, emails) in a proficient manner, on time, accurately and within set parameters.
• Ensure that the service level agreements are achieved based on the cases and calls answered within the set timeframes.
• Lead, direct, evaluate, and develop Technical Support staff to ensure that the team’s resources are used effectively and that work schedules and targets are met.
• Ensure planning, performance & feedback meetings are held.
• Ensure all call assessments based on inbound and outbound calls are conducted on Agents weekly.
• Monitor the status of customer service activities to identify problem areas and adapt procedures to improve the overall performance of the team.
• Analyze customer enquiries to identify recurring user problems, recommend solutions, and to identify areas where customer service can be improved.
• Develop problem solving guidelines, checklists, or other material to assist customer service staff to respond to enquiries that are recurring or routine.
• Ensure daily and weekly workloads are being assessed and that agents are working optimally.
• Timeous communication and implemention of price changes notifications.
• Communicate all issues and provide solutions where possible, i.e. failed deliveries, out of stocks etc.
• Ensure agents provide accurate technical support to internal & external customers.
• Ensure that customer requests for quotations are done within the set parameters.
• Understand the market and competitors in order to best promote Schneider Electric in the local market.
• Ability to evaluate customer potential (penetration, attractiveness, accessibility) in order to verify sales opportunities.

Administration and Control

• Ensure daily activity reports are done timeously.
• Check & action activity reports twice a day.
• Provide data and reports to management as and when required.
• Adhere to the Call Centre Standard Operating Procedures (SOP).
• Assist with training of new staff members.
• Assess feasibility and obtain authorization prior to processing special deliveries.
• Communicate unresolved customer problems to Customer Care Manager providing details and action taken.
• Respond to internal & external customer enquiries and provide solutions.
• Ensure pricing queries for all customers are addressed.
• Ensure any discrepancies are clarified with the Representative or Customer prior to order capture.

People Management

• Supervise the time management of the CCC Agents and address as and when necessary.
• Ensure all CCC Agents are well informed of all processes, procedures & policies.
• Ensure all leave requests are attended to – once approved via email ensure employee’s capture on SAP.
• Ensure that all staff understand and effectively apply the Schneider Electric Culture.
• Ensure 100% adherence to the CCC Rules and the Schneider Electric Disciplinary Code.
• Implement and maintain performance management with all staff.
• Handle disciplinary enquiries as and when needed.
• Assess staff training needs.
• Recruitment of staff.
• Coaching, motivating and retaining staff and coordinating, rewards and incentive schemes.
• Ensure an effective working relationship is maintained with internal and external customers.
• To ensure correct escalation of technical queries as and when required.
• To provide customers with accurate information regarding orders on the system.
• Make recommendations regarding possible equivalents / replacements when necessary.

Qualifications

• Relevant Technical Qualification at NQF5 / National Diploma in Electrical Engineering
• 1-3 years Team Leader experience
• Relevant experience in electrical distribution and industrial automation