Customer Support Manager

SUMMARY:
Customer Support Manager

POSITION INFO:

Customer Support Manager Position
Department: Information Technology (IT)
Location: Bryanston
Employment Type: Permanent
Reporting To: Support Services General Manager
Purpose of the Job:
To establish, manage, and enhance a top-notch customer support experience by leveraging innovative technology, processes, systems, and personnel.
Primary Objectives - Principle Accountabilities and Responsibilities:
• Establish and document support processes.
• Manage, monitor, and resolve customer escalations.
• Aid in improving customer support call centers and agents.
• Review and document business processes and their interactions with the support process for necessary changes or additions.
• Conduct, oversee, and review staff training when needed.
• Manage and facilitate escalations to internal departments and vendors.
Inter-Relationship:
• Share ideas and knowledge transfer within the team educationally.
• Ensure interaction within the department.
• Attend company functions and events.
• Foster and sustain multi-level relationships with our clients.
• Coordinate with technical and operational teams.
Company Culture:
• Empower our people.
• Exhibit leadership.
• Passion for what we do.
• Embrace diversity.
Job Challenges:
• Adapting to technological changes.
• Managing business service level agreements (SLAs).
• Meeting business expectations.
Minimum Requirements - Educational:
• Matric Qualification
Knowledge:
• Diploma/Certificate in travel (advantageous).
• GDS Knowledge on Amadeus, Sabre, and Galileo (advantageous).
• Proficient in English (verbal and written).
• Basic accounting principles.
• AGM/Netsuite experience (advantageous).
• Familiarity with technology processes, protocols, and tools (Development Methodology, Project documentation & tracking, test planning, checking, and documentation).
• Experience in managing processes (conducting meetings, understanding business requirements, conceptualizing, and documenting).
• Travel business experience.
Experience in Years:
Years’ experience in the travel industry.
7 Years’ experience in a Support Environment.
3 Years’ experience in Managing Systems.
Knowledge:
• Proficient in Support Systems.
• Skilled in Management Reports.
• Skilled in Data Analysis.