Online Support Lead at Cell C

Purpose of the Job:

• The Online Support Lead is responsible for leading and optimizing digital customer support operations across online channels (chat, email, social media, and self-service portals), while overseeing online and telesales operations to drive growth and customer satisfaction in a fast-paced telecommunications environment.
• This role manages day-to-day sales operations, ensures efficient sales fulfilment, and collaborates with cross-functional teams—including digital, product, and technical support—to enhance the customer sales journey. With a strong emphasis on achieving sales targets, improving customer experience, and resolving customer queries, the Online Support Lead acts as a hands-on leader with a customer-focused approach, capable of supporting teams, driving performance, optimizing sales processes, and fostering collaboration across the organization.

Sales Fulfilment & Customer Retention Effectiveness

• Ensure timely and effective sales fulfilment processes across all channels by overseeing accurate order management, tracking, and completion
• Monitor and optimize the sales cycle to reduce friction points and increase conversion rates across online and telesales platforms
• Collaborate with marketing, product, digital, and distribution teams to ensure promotions, offers, and product launches are effectively communicated and executed, while aligning support with customer acquisition and retention goals
• Facilitate the seamless handover of leads and queries from support to sales channels and provide actionable insights into customer needs and pain points to continuously improve sales performance, customer satisfaction, and overall business growth

Customer Technical Queries Support

• Lead and manage online support teams to deliver efficient, customer-centric service by ensuring service-level agreements (SLAs) and response times are consistently met
• Oversee escalation management and the resolution of complex customer issues, including technical queries related to sales fulfilment, billing, and product inquiries, ensuring timely and effective solutions
• Provide leadership, training, and guidance to telesales and online support teams to strengthen their ability to handle complex technical queries, while collaborating with technical support and product teams to ensure customers receive accurate, helpful, and satisfactory resolutions

Collaboration & Stakeholder Engagement

• Work closely with the digital team to streamline the online sales process, enhance the user experience, and introduce new tools or platforms to improve sales conversion and customer engagement
• Coordinate with product and technical teams to ensure the accurate delivery of information about services, troubleshooting, and product-related queries on digital channels
• Provide valuable insights into customer behavior and sales trends to support digital marketing and product development strategies
• Collaborate with digital team in the optimization of the online sales journey through A/B testing, user experience (UX) improvements, and implementation of cutting-edge digital technologies
• Foster strong collaboration with digital, product, and cross-functional teams to ensure seamless execution of online initiatives, promotions, and product launches

Performance Management & Reporting

• Regularly track, analyse, and report on key sales metrics and KPIs, such as sales volume, conversion rates, and customer satisfaction levels, ensuring alignment with overall business objectives
• Lead the performance reviews of the online and telesales teams, ensuring that individual and team goals are being met, and provide coaching or development plans as necessary
• Utilize data-driven insights to inform decisions and continuously improve the performance of the sales teams and the overall sales journey

Digital Channel & Customer Journey Optimization

• Own the customer sales journey from first contact to final sale, ensuring an optimized, frictionless experience for customers
• Work on the continuous improvement of the sales process by incorporating feedback from customers, sales teams, and technical teams
• Lead initiatives aimed at improving customer satisfaction, minimizing drop-offs in the sales funnel, and ensuring a seamless post-sales process
• Enhance and streamline digital support and sales channels to deliver seamless, efficient, and customer‑centric experiences
• Continuously monitor and optimize online platforms, processes, and touchpoints across the customer journey to reduce friction, improve engagement, and drive higher conversion, satisfaction, and retention rates

Sales Strategy & Leadership

• Execute the strategy for online sales, telesales, and customer journey improvement initiatives in line with company objectives
• Lead the creation of innovative sales strategies that enhance customer acquisition, retention, and long-term engagement
• Monitor industry trends, competitive activity, and market conditions to ensure that the company remains competitive in the digital and telesales space
• Maintain strong relationships with key stakeholders and provide leadership in cross-functional teams to drive business success

Qualifications

• Bachelor’s degree in telecommunications, IT, or a related field is a requirement

Experience

• 5 - 7 years of experience in customer service or technical support, preferably within the telecommunications industry.
• Experience with telecommunication systems and platforms
• Proven track record of managing support teams and achieving service-level targets.
• Experience with CRM systems, ticketing platforms, and digital analytics tools.

Knowledge, skills and attributes

• Knowledge of industry-specific software or CRM tools
• Familiarity with internet and mobile network configurations
• Strong communication skills (verbal and written)
• Technical troubleshooting abilities and knowledge of telecommunication products and services
• Proficiency with online communication tools (chat, email, social media)
• Ability to work independently and manage time effectively
• Patient, empathetic, and solution oriented
• Ability to remain calm and composed in high-pressure situations.
• Strong attention to detail
• Customer Service Excellence: Strong ability to resolve queries and deliver positive customer experiences
• Digital Channel Expertise: Knowledge of online support tools, CRM systems, and omnichannel platforms
• Analytical Skills: Ability to interpret customer data, identify trends, and make data-driven decisions
• Communication: Excellent verbal and written communication skills for customer engagement and reporting
• Leadership: Ability to guide, motivate, and develop support teams
• Problem-Solving: Skilled in resolving escalations and implementing corrective actions