Section Head, CRM Technical Services

Supervisor Technical Support (CTS/TS/SPV/4026)

JOB INFORMATION

Job Description/Position Title (Code):

Supervisor Technical Support (CTS/TS/SPV/4026)

Grade Min: 14

Grade Max: 17

Career Level: Supervisor

MAIN PURPOSE OF ROLE

Manage the day-to-day operations of a customer service team that responds to enquiries of a technical or complex nature so that all enquiries are resolved quickly and competently and in a manner which enhances the organization's customer relationships.

MAIN RESPONSIBILITIES

• Plan, prioritize, and schedule the team’s activities and resources to ensure continuity of service.
• Ensure that customer service staff use databases or other computerized systems to maintain accurate and up-to-date customer service records.
• 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 materials to assist customer service staff to respond to enquiries that are recurring or routine.
• Lead, direct, evaluate, and develop customer service staff to ensure that the team’s resources are used effectively and that work schedules and targets are met.

QUALIFICATIONS

Education

Associates Degree (± 13 years)

Note: This job description is not to be considered an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional duties for this role.