Vacancy: Warranty Team Leader - Warranty Facilitation Centre

Warranty Team Leader

Role Description

Location: Midrand, Gauteng, South Africa

Full-time and Office based

Reporting Line: Head of Department

Job Purpose

The primary purpose of the Warranty Manager is to lead our team of customer service representatives in providing exceptional support to our customers. The successful candidate will be responsible for managing the day-to-day operations of the Warranty Facilitation Centre, ensuring high-quality customer service, and driving continuous improvement to meet business objectives and customer SLAs.

Recruitment Specialist

[email protected]

• Manage a team of customer service representatives, providing coaching, guidance, and feedback to ensure excellent customer service
• Develop and implement processes and procedures to optimize call Centre operations,
  including workflow, staffing, and performance management
• Analyze and report on key performance area (KPAs) such as call volume, resolution rates,
  and customer satisfaction
• Collaborate with cross-functional teams, including Sales, Technical, and Brand to ensure alignment and effective communication
• Develop and implement training programs to ensure representatives are knowledgeable about products, services, Customer SLA, ASP, Vendor SOP and Agreements
• Handle customer escalations and resolve complex issues in a timely and professional
  manner
• Identify and implement opportunities for process improvement, cost reduction, and revenue growth
• Ensure compliance with company policies, procedures, and industry regulations
• Reporting and stats Analytics
• Virtual and face-toface customer training
• Manage claim process with the retailer, Pinteq and the debtors team
• Manage full reverse logistics process
• Manage Extended Warranty process and reconciliation
• Stock management and sales process

Experience and Knowledge:

• 3+ years of experience in a Warranty management role, preferably in an ICT Distribution
  industry
• Proven track record of success in leading teams and achieving business objectives
• Experience in data analysis
  Experience in a customer services environment with a proven track record of driving customer
  satisfaction
• Experience working in an environment with SLAs
• Experience working with Call Centre technology and software, such as ERP and ticketing
  systems
• A minimum of two years of management experience – leading and managing a team

Skills and Education:

• Matric with mathematics is essential
• Understanding of basic Finance including AP and AR
• Proficiency in MS Word, Excel, Outlook, and PowerPoint
• Excellent verbal and written business communication skills
• Excellent communication, leadership, and problem-solving skills
• Ability to analyze data and make informed decisions
• Strong customer service skills and commitment to customer satisfaction
• Able to complete basic calculations (ability to work with numbers)
• Organized individual who is SLA driven with good time management skills
• Excellent interpersonal skills
• Good attention to detail
• Developed negotiation skills
• Leadership ability
• Ability to delegate
• The full suite of management skills including: recruitment, performance management,
  coaching, mentoring, delegating, leave management, supervising
• Ability to be tactful and diplomatic
• Able to work as a team and collaborate with others as well as to work independently
• Able to manage conflict situations

• Able to work in a pressured environment, to meet targets and SLA’s
• Enjoys collaborating with other functional departments
• Mature individual
• Passionate about technology
• Prides themselves in exceptional workmanship
• Good attention to detail and enjoys accuracy
• Able to work quickly
• Willing to go the extra mile
• Great attitude - energetic, enthusiastic, and motivated
• Must be able to operate professionally and manage conflict situations professionally
• Well-groomed and highly presentable
• Be patient, tolerant and diplomatic
• Ability to work as part of a team
• Analytical thinker
• Problem Solver

Compliance Competencies

• Perform all duties with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual and other requirements as mandated by the Company Code of Conduct.
• Keep up to date with changes in applicable compliance obligations, controls and measures relevant to the role.

All applications in the form of a detailed CV must be forwarded to:

Recruitment Specialist
[email protected]