Scorpion Legal Protection (RF) Pty Ltd
Johannesburg, Gauteng
R20 007 – R28 164 a month – Permanent
Full job description
DETAILS OF THE VACANCY
Job Title
Customer Care Supervisor
Location
Johannesburg – Gandhi
Salary Grade
Supervisor
Reporting to
Regional Manager
Reporting staff
Yes
Type of Position
Permanent
Working hours
Mondays to Fridays from 08h00 – 16h30
Alternate Saturdays from 09h00 – 12h30
PURPOSE OF THE POSITION AND KEY RESPONSIBILITIES
The purpose of this position is to oversee the daily operations of the customer service team, ensuring high levels of customer satisfaction, and maintaining the efficiency and effectiveness of service delivery, within the parameters
as set by the Company.
Key Responsibilities include, but are not limited to the following:
Complaints Management
· Attending to members (customer) queries and complaints lodged via telephone,
call backs, Hello Peter platform, FAIS Ombudsman, member survey in a timely manner
· Attending to priority 1 Social media complaints (WhatsApp, Facebook, Live Chat and Google)
· Ensuring that all customer service queries, escalations or enquiries are attended to
· Analyse customer feedback and service metrics to identify areas for improvement
· Liaising with relevant managers regarding complaints received on Hello Peter
Leadership
· Supervise the customer services team, providing guidance and support
· Training and mentoring staff, resolving complex customer issues, and implementing
best practices to enhance the customer experience.
· Time management (attendance register) of colleagues (Ensuring that staff reports to work on time, and they perform their duties as expected
Teamwork
· Collaborate with other departments to ensure a seamless customer experience.
Providing Feedback to
Clients
· Ensuring that clients receive feedback
Reporting
· Drawing and compiling customer care reports
· Analysing customer care reports
· Analysing Hello Peter monthly complaint reports
MINIMUM REQUIREMENTS AND GENERAL WORKING CONDITIONS
Education
Must have Matric (Grade 12); and
Must have completed a Diploma in Business Administration, communications, or a related field is preferred
Relevant certifications in customer service or management are a plus
Experience
At least three (3) years’ experience in a customer service role, with at least 1 year in a supervisory or
leadership position role (must)
Other
Must be computer literate; specifically proficient in MS Word and Outlook.
Must have strong knowledge of customer service.
Versatile and enthusiastic.
Stay updated on industry trends and best practices to maintain a competitive edge in service delivery
General working conditions
Regular office environment and no health and safety risks involved.
No travel involved.
PRE-REQUISITE COMPETENCIES
Knowledge Competencies
Professional knowledge
Comprehensive knowledge about the products and services
Skill Competencies
Strong leadership and team management
Excellent communication and interpersonal skills
Active listening
Proficient in conflict resolution and problem-solving.
Ability to work in a fast- paced environment and manage multiple priorities
Strong analytical skills to assess performance data and customer feedback
High level of empathy and customer-centric approach.
Behavioural Competencies
Action orientation
Customer service orientation
Decisiveness
Information seeking
Integrity
Capability to motivate and inspire team members
APPLICATION AND CONTACT DETAILS
To apply for this position, send in your updated CV.
Contact Person
Thembi Tambani on Email: [email protected]
Reference Number
When submitting your application, please quote reference number SLP-011-25
Closing Date
Tuesday 11 March 2025
EMPLOYMENT EQUITY
The company’s intention is to promote equity through filling of all numeric targets as contained in the Employment Equity Plan. To facilitate this process successfully, an indication of race, gender and disability status is required on your application. Please note that the employment of family relatives is strictly prohibited.
In the event of no internal applications having been received, external applications will be considered. If you have not been contacted within 2 weeks of the closing date, please consider your application to have been unsuccessful.
PRIVACY STATEMENT
Scorpion Legal Protection is committed to protecting your privacy. Your information will be used properly, lawfully, securely and transparently for the purpose of recruitment processes. Scorpion Legal Protection has implemented appropriate technical and organisational information security measures to help keep your information secure, accurate and current.
Job Type: Permanent
Pay: R20 007,00 – R28 164,00 per month
Ability to commute/relocate:
- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (Required)
Education:
- Diploma (Preferred)
Experience:
- minimum: 3 years (Required)
Work Location: In person
Application Deadline: 2025/03/11
APPLY HERE: https://smartapply.indeed.com/beta/indeedapply/form/resume
