Job Title:
Customer Care Supervisor
Location:
Hybrid (Western Cape, South Africa)
Department:
Customer Care
Company Overview:
Urang Property Management Limited is a London-based property management agency overseeing more than 10,000 residential units across the city and its surrounding areas. To support our growing portfolio, we have built a strong in-house support team, including customer care specialists.
Most of our support staff are based in South Africa, working through Block Management Solutions. We also maintain a co-working space in Stellenbosch, which is available for occasional team meetings.
About the Role:
We are looking for a Customer Care Supervisor to oversee and support our customer care team, ensuring exceptional service delivery. This role involves supervising daily operations, monitoring team performance, handling escalations, and coaching agents to improve efficiency and customer satisfaction.
Key Responsibilities:
- Supervise daily operations and monitor team performance.
- Ensure all incoming calls and messages from residents are answered efficiently.
- Handle escalations from customer care agents.
- Provide coaching and training to enhance call handling and customer support.
- Conduct quality assurance checks on calls and messages.
- Ensure adherence to SLA response times and improve customer experience.
- Track key performance metrics, including call resolution rates and customer satisfaction.
What We’re Looking For:
- 4+ years of experience in a customer service role, with at least 1 year in a supervisory position.
- Experience in call center operations or property management is preferred.
- Strong problem-solving and decision-making skills.
- Ability to train, mentor, and manage a customer care team effectively.
- Familiarity with CRM/ticketing systems and live call monitoring tools.
Salary & Benefits:
- Salary: ZAR 30,000 per month (depending on experience).
- Contract: Permanent, hybrid role.
- Working Hours: Monday – Friday, supporting UK Business hours (8am-5pm)
Please note: This role will require 3-4 days of office attendance initially to ensure a smooth setup and comprehensive training. Once fully established, office attendance may reduce to 2 days per week, depending on how things progress.
Additional Requirements:
- Location: Candidates must be based in the Western Cape, as office visits to Stellenbosch will be required.
- Internet Access: A stable and reliable internet connection is required, including during extended load-shedding periods.
- Assessment Process: Candidates who progress past the interview stage will be invited to complete a skills-based trial assessment.
Why Join Us?
- Full training provided.
- Opportunity to work in a dynamic and growing industry.
- Be part of a supportive and collaborative team.
- Gain valuable experience in customer experience management.
If this sounds like the perfect opportunity for you, we encourage you to apply today.