Technical Support Team leader

Job description

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.
Ensures that enquiries are resolved quickly and competently, in a manner which enhances the organization's customer relationships both internally and externally.
Serves as a subject matter expert in a broad range of Schneider Electric product solutions & services.
Manage and develop Customer Care Agents by Providing 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.

Make sure 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 are conducted on agents based on inbound and outbound calls on a weekly basis

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.

Ensure daily and weekly workloads are being assessed and that agents are working optimally.

Ensure notification of price changes are communicated and implemented timorously.

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.

Ad hoc Duties as and when required.

Ensure that customer requests for quotations are done within the set parameters

Have and understanding of 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 timorously.

Check & action activity reports twice a day.

Provide data and reports as and when required to management.

Adhere to the Call Centre Standard Operating Procedures (SOP).

Assist in 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 resolution.

Ensure pricing queries for all customers are addressed.

Ensure any discrepancies are followed up with rep 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 too, once approved via email 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

To make recommendations regarding possible equivalents/ replacements when necessary

Desired profile

Qualifications :

Relevant technical qualification at NQF5/ National Diploma
1-3 years Team leader experience
Relevant experience in electrical distribution and industrial automation