Supervisor: Customer Comms / Website (2550) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• Grade 12 
• Relevant degree / diploma or currently studying towards a degree or Diploma in Business Management or Customer Services 
• 2 years supervisory experience in a Mobility accounts and Website enquiry  environment 

KNOWLEDGE AND EXPERIENCE

• 3 years’ experience in Customer Service  
• Ability to operate under solid pressure and meet tight deadlines. 
• Effective project management skills 
• Knowledge and experience in managing Business Deliverables 
• Experience in face to face customer interactions and effective engagement with third parties

KEY RESPONSIBILITIES

OPERATIONAL

• To maintain internal and external Customer Service levels. 
• Ensure staff meet customer needs in a responsive and efficient manner 
• To manage and transact with Road Users making use of the Website and e-mail facilities. 
• To supervise responding to and processing of transactions received via these portals. 
• To manage, transact and process all transactions received via the Mobility Accounts on Web, APP and E mail functionality. 
• To supervise and address compliance to all established policies, procedures, work instructions and other supporting documentation to achieve the Website  
• Ensure that all cases are efficiently and timeously handled, and continuously follow up if no responses are received from the relevant departments  
• Communicate with road users via the appropriate communication channels to acknowledge their incoming emails, provide feedback once a resolution has been applied and record reference number  
• Update all cases accordingly and resolutions to be applied within the required KPI timeframe  
• Take part in updating processes and brainstorming innovative concepts for escalations  
• Monitor and attend to the escalations mail box at all times, and customer related queries must be resolved from the escalation mailbox for audit purposes  
• Prioritize on all SANRAL and stakeholder incoming cases to make sure that business deliverables  is not affected  

KEY SERVICE AREA

• Daily allocation of activities  
• Monitor productivity and quality 
• Supervise and deliver case volumes management in compliance with the Customer Service Operations Strategy  
• Review Website to ensure that it is aligned to all SANRAL’s CI 
• Investigate and resolve all customer queries from different stakeholder; SANRAL, NCC and ER  
• Manage social media engagements Facilitate campaigns and promotions  
• Ensure service delivery in a timely and efficient manner 
• Manage the 5 days turnaround time on all website  
• Manage all the cases on a daily basis to avoid backlog and escalations  
• Meet the daily targets 
• To supervise and monitor the delivery of real time account management services to Road Users accessing the Website Enquiries and online customer service channels in order to register, query and/or make payments against their TCH e-toll accounts.

REPORTING

• Accuracy and attention to detail when capturing Stats/Volumes, and submission of EOS report 
• Produce productivity report as per business requirements  
• People management reports  
• Manage Quality Management Reports and Incoming & Processed Data reporting 
• Compile and submit departmental reports on daily basis 

PEOPLE MANAGEMENT

• To identify, define and supervise the performance and conduct of personnel required to achieve the contractual objective and adherence to regulatory and statutory framework.   
• To maintain a working environment that is conducive through personal, internal and external business conduct that supports organisational values.  
• To supervise through and adhere to the legislative framework that defines Human Resources’ strategies, policies, procedures, processes and documentation. 
• Implement coaching for success for non-performance