Customer Support Manager, InterAction - Johannesburg at LexisNexis

About the Role

The Customer Support (CS) Manager for InterAction, will manage the day-to-day operations of the InterAction Customer Support teams.  The CS Manager will coach, mentor, and lead the team and will be a charismatic individual with a passion for making a difference and influencing change.

Accountabilities:

• Provides new and existing customers with the best service possible
• Resolves customer inquiries and complaints fairly and effectively
• Provides product and service information to customers and identifies revenue growth opportunities to maintain and increase income streams from customer relationships
• Recommends and implements programs to support customer needs
• Provides leadership to team leads and/or senior professional staff and has accountability for the performance and results of multiple diverse teams; includes mentoring, coaching, advanced training, and skill development
• Delivers results through management and contributes primarily by ensuring that operational and functional goals are delivered upon
• Delivers results in fast-changing businesses and/or regulatory environments
• Decision making is guided by functional strategy 
• Has accountability for end results, finances/budget and exercises control over resources, planning, and policy formulation
• Looks beyond existing methodologies and own discipline, using a diverse range of both internal and external sources to define and resolve complex multi-dimensional problems
• Guides, persuades, and influences others internally and externally, including senior division executives, vendors, or regulators

Qualifications:

• Bachelor’s degree; or equivalent experience (5-7+ years) in a Customer Support management role
• Requires a comprehensive understanding of internal and industry standards and principles within own discipline and requires knowledge of other disciplines
• Excellent process, technical, and analytical skills
• Ability to deliver results within defined timeline
• Detail-oriented, extremely well organized, able to prioritize tasks quickly, solve problems, and involve additional resources, as needed 
• Maximizes performance by establishing performance goals, coaching performance, providing training, evaluating performance and maintain an atmosphere of continuous improvement.  Setting high standards of performance for self and others
• Develops Organizational Talent by fostering the learning or development of others with an appropriate level of needs analysis. 
• Ability to work nontraditional hours to support a global organization
• Ability to travel, both domestic and international