- Location
- Cape Town, South Africa Office
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Source
- Workday
Description
Job Description Summary
Reporting to the Support Manager, you will be responsible for the day to day supervision of a number of support specialists. You will have a wide ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. You are expected to have a proactive approach which will involve taking ownership of issues, facilitating a resolution with the resources made directly available to you and where necessary, liaising with other Managers to secure additional resource and assistance. The role requires that you supervise the workload of other support specialists and provide coaching and mentoring to team members. You will need to have strong communication skills, both written and verbal.
We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.
Please note, the successful candidate will be required to work UK hours (Mon- Fri, 08:30 - 17:00 BST), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays.
Key responsibilities include:
• Managing day to day support services ensuring that all customer issues are prioritised, triaged and resolved as effectively as possible
• Manage the performance of team of Support Agents against all established Client Support goals.
• Monitor CRM queues to ensure all calls and cases are responded to within established SLAs
• Point of contact for team and escalations
• Assist the Customer Support Manager in the allocation of resources
• Ensure that there is sufficient cover for each of the key product areas your teams support.
• Provide coaching and constructive feedback to Support Agents to improve performance and enable your team to achieve all established goals & objectives.
• Participate in the escalation process including working with other MRI departments to resolve client cases
• Ensuring Customer Satisfaction targets are exceeded
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Mentoring and coaching staff is critical to the role as is maintaining high morale
• Ensure that agreed training plans for the support specialists are implemented.
• Ensuring training plans are clear and output driven
• Provide regular feedback and updates to the Support Manager on all aspects associated with delivering support, including support query and escalation volumes.
• Other Team Lead responsibilities associated with the personnel within the teams you supervise. These duties include:
• Holiday authorisations
• Sickness/absence management,
• New starter induction and training
• Recruitment in conjunction with the Customer Services Manager.
Knowledge, Skills, & Abilities:
• Excellent interpersonal and professional communication skills, both verbal and written
• Effectively manage a team whilst maintaining positive working relationships
• Understand and articulate the company’s goals and strategies to the team
• Strong time management and organizational skills
• Ability to manage multiple tasks, while effectively focusing on priority issues
• Excellent problem solving, leadership, and coaching skills
• Ability to work as a member of a team and cross-functionally
• Professional communication skills with the ability to confidently articulate concepts (written and verbal)
• Excellent computer skills and knowledge of the Microsoft product suite
Experience:
• Bachelor’s degree or equivalent work experience.
• 2 – 3 years’ Supervisory or Team Lead experience
• Proven track record in delivering an excellent service
• Experience leading remote employees is a plus
• Customer service or Application Support experience preferred
• Familiarity with the Property or Software Industry is a plus
We’re obsessed with making this the best job you’ve ever had!
We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:
We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
Have confidence in your health with our offered Medical Aid Scheme.
Invest in our competitive Personal Pension plan and help set you up for your future.
Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
Further your professional development with our Tuition Reimbursement Schemes
Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
