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Customer Service Supervisor hardware and software - project management in Western Cape - Rumarch People Solutions

Rumarch People Solutions

Rumarch People Solutions formed in 2007. Having 23 Years experience in the industry, My goal is to create a company that will effectively balance the needs of delivering gender empowerment, community upliftment and shareholder value. A Black Women Owned (BWO) entity provinding Permanent & Temporary Recruitment in all sectors. Rumarch Recruitment process: Sourcing & Screening of candidates Headhunting Customised recruitment process Competency based interviews Conduct referance & integrity checks Recruiter from sector Human Resources, located in Gauteng, From 1 to 10 workers

    About this job ad 22 August

    Province

  • Cape Town, City of Cape Town, Western Cape
  • Description


  • This document details the Job Description of the Customer Service Supervisor. The candidate for this position will be based at the Office in Cape Town and will be responsible for the day to day calls, maintenance, projects of the COMPANY Security and Building Technologies, Field Services Unit 415.
    3.1 Main Purpose
    • Service, Support/Maintenance, Manage projects of Access control, CCTV, Fire detection, Gas Suppression, Alarm intrusion and perimeter fence systems. • Project installations, Project ISO9001 standards to be followed to ensure quality installations with quality paperwork and handover documentation within the proposed budgets and timelines. • Managing/Coordinating team members, subcontractors and customer contracts • Ensuring quality project handovers from Sales and Projects department to ensure speed/reliability with regards to aftersales support and further expansions and ensuring installations and support/maintenance according to SANS Standards • Ensure profitability of the department. • Develop and lead team members.
    3.2 Job Challenges
    • Assume ownership “If this was my business what and how would I do it?” • To build a good understanding of the installed hardware and software products fast and efficiently. • Highly efficient COMMUNICATION • Costing and Quoting work where required • Costing and managing of Service Contracts • Adhering and administering Service Level Agreement criteria as per contract on various different customer contracts with regards to contractual obligations and costs • Real-time monitoring on service calls – debriefing of calls after each call to ensure Call centre tracking and up-to-date customer feedback from centralized solution that leads to invoicing and profitability • Fault finding skill – only possible with excellent understanding of hardware and software. • Managing/Coordinating projects to install at promised margins and timelines • Invoicing with quality paperwork and charges, assistance on outstanding debts • Communication to key stakeholders in a timely and accurate manner • Delivery of project deliverables as required per the ISO process.
    Level of Authority
    The Customer Service Supervisor reports to the Regional Service Delivery Manager with regards to the daily operations of all service and support as well as projects at existing customers. The COMPANY Security and Building Technologies National Call Centre Agents (trackers) will be assigning Calls to Service Technicians and all project related work will be communicated or assigned as per project schedule to be administered by the supervisor.
    Backup for:
    Other Team Supervisors.
    Field Services BU Head
    Regional Service Delivery Manager
    Customer Service Supervisor
    Technical Consultants/Assistants, Subcontractors
    Company Confidential
    Skills Requirements
    • Structured and methodical with fault finding and planning • Networking Skills (N+ will be beneficial) • General Market Knowledge – Understanding high demand of Customer Service • Communication – Ability to communicate efficiently to customers as well as co-workers. • Self-Starter and Motivated – Driven by the need to succeed • PC skills – MS Excel, MS Word, MS Power Point, MS Outlook, MS Projects • Technical Skills – Low Current Power, Relays, Fire detection experience. • SAQCC certification will be required • Staff Management • Strong Project management skills • Knowledge of the projects processes • Capable of meeting and handling a demanding work environment • Should be able to manage processes which transform a set of inputs into outputs such as satisfied customers. • Communication and Negotiation skills – Ability to formulate, structure, present and negotiate a solution with a potential customer • Business Acumen – General understanding of business drivers and able to recognise opportunities
    Training and Education Requirements
    • Gr 12 or equivalent College diploma • Fire detection certification/experience • PSIRA Registration • MCSE and or N+ or N.DIP Electronic/Electrical Engineering (LC) or equivalent • Project Management – (Prince 2/PMBOK/Other project related courses)
    5.3 Experience Required
    • 3-5 years customer service experience and project management experience. • A stable work career track • Has a strong leadership ability and excellent negotiation, presentation and communication skills • Networking experience • Experience in servicing/installing HW / SW supplied byCOMPANY. • Experience in the IT, telecoms, FMCG, Industrial, Resources and Commercial is preferred • Experience in the fields of Access Control, Fire and CCTV systems

  • Requirements

  • Minumun level of education: Diploma /Bachelor's/ N6
  • Years of experience: 3
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Ad summary

  • Customer Service Supervisor hardware and software - project management in City of Cape Town, Western Cape

  • Recruiter

    Rumarch People Solutions
  • Type of contract

    Permanent contract

  • Apply now

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