Customer Account Manager: Call Centre

Job Role: Customer Account Manager: Call Centre

Are you a dynamic and customer-focused leader with a passion for delivering exceptional service and driving high-performing teams in a Call Centre Enviroment. We are looking for an experienced Customer Account Manager to lead our call centre operations, optimise performance, and ensure an outstanding customer experience.

- Contribute to and implement the call centre Strategy and Operational plans
- Manage the performance of the call centre team
- Manage call centre technology and systems
- Maintain stakeholder relations
- Develop and implement quality assurance standards and procedures
- Handle customer inquiries and escalations in a customer-centric manner
- Manage team human resources including hiring, training, and performance management

Skills and Behaviours:
- Current knowledge of best practices for Customer Services in a retail environment
- Understanding of the Customer Protection Act
- Knowledge of Pepkor Lifestyle policies, practices, processes, and systems
- Proficiency in CRM systems and call centre management software
- Strong management and leadership skills
- Social media proficiency
- Strong MS Office skills
- Ability to make decisions and take action
- Ability to lead and supervise a team
- Strong persuasion and influencing skills
- Excellent planning and organizational skills
- Strong written and verbal communication skills
- Presentation skills
- Attention to detail
- Problem-solving skills
- Resilience and ability to handle pressure
- Teamwork
- High energy and drive
- Customer orientation
- Excellence orientation
- Deadline driven
- Target driven
- Courage and conviction
- Market awareness
- Innovation
- Strategic thinking

- Grade 12 / Matric certificate.
- Relevant Business Degree or related field
- 5 years of experience in Call Centre Management or similar position in a customer service environment.