Supervisor of Customer Support team, based in Johannesburg
EF Education First is looking for a positive and forward thinking individual to work as a Supervisor of the newly established Customer Support team in Johannesburg. This position will play a key role in building and managing a high performing team of approximately 18 talents to deliver excellent customer service to a global market place. The successful candidate will be able to lead and motivate the team and have a desire to drive and deliver a high quality service according to set targets. A flexible approach is required to meet the demands of the service. Based in our Bryanston, Johannesburg office, this exciting role is offering unlimited career opportunities, high exposure across the business globally and a chance to put a mark on a newly established operation. The Supervisor will together with the team take this new started operation to the next level.

Job Description:
The main purpose of the job is to:
• Manage and motivate the quality performance of a team of up to 18 Customer Support Agents and Study Advisors
• Manage team KPI’s
• Deliver the required volume of effective service
• Deliver client service level agreements
• Ensure individuals are delivering in line with the team targets
• Manage team schedule
• Report and distribute management information
• Recommend and implement operational process and platforms improvement
• Appraise and develop staff
• Work towards and implement best practice

General Role
• Responsible for the team providing technical advice and solutions via:
• Our online Live Chat; and
• Our CRM system timeously and effectively to ensure students have the best English learning experience with EF Online school.
• Report and follow up on any queries that relate to other stakeholders such as Operations, Production teams and Academic teams
• Working closely on daily basis with Global Supervisor/Central CR in Shanghai
• Plan, prepare, and manage work schedules, according to workloads

Personal and Professional Skills
• 5 years of relevant work experience necessary
• Successful management experience necessary
• Ability to lead and manage teams who are goal oriented in a team environment
• IT literate (CRM and Web)
• Confident and influential communicator at subordinate, peer and management level
• Good managerial, operational and organisational skills
• Team oriented
• Well presented with a positive, proactive and professional approach
• Sense of responsibility and integrity
• Ability to manage difficult situations and the stress associated with them
• Excellent writing skills
• Consistently strive for improved quality and results
• Excellent at multitasking
• Willing to work out of office hours at times
• University Graduate preferred

Other
• Reporting to the Director of Sales and Customer Service, Global CR Supervisor and Director of Customer Experience in London, with a dotted reporting line to the Managing Director of the South African operation.
• The role may require 1-2 international assignments per year
There will be a 3 month probationary period for this role.