Customer Care Opportunity
| Remuneration: | R20000 – R40000 per month negotiable Basic salary |
| Benefits: | Commission, Medical Aid allowance, daily lunches, internet allowance, quarterly incentives and bonuses |
| Location: | Cape Town, Bellville |
| Job level: | Senior |
| Type: | Permanent |
Job description
Salary R10,000 – R13,000 plus commission
SMTP is looking for a vice president of customer care to join their dynamic team. We are looking for a hands on leader who will help set the vision, strategy and culture for customer experience for all SMTP brands including:
- SharpSpring.com
- GraphicMail.com
- SMTP.com
This role will be based in our Cape Town office.
The person
The qualified candidate will have a minimum of seven years management experience in customer care/support with software or internet businesses leaders. This ideal candidate must demonstrate the ability to lead and motivate large cross-functional teams to outstanding customer experiences.
Exceptional customer service experience and an innovative eye for developing, delivering and sustaining customer service programs will be of great importance.
Requirements
- Matric
- Relevant tertiary education
- Five to seven years customer services/support experience
- Experience working in tech and IT focused support
- Experience managing large teams (in multiple time zones a bonus)
- Training experience
- Strong analytical skills and an ability to implement and monitor systems
- High level of proficiency in customer care systems, productivity software and cloud based systems
- Excellent communication skills across cultures and nationalities
- Experienced in change management, including the ability to champion and facilitate change
- Adept with common industry performance indicators for customer service and contact center measures, technology trends and developments
- Able to work both collaboratively and independently on multiple projects concurrently
The role
This role will focus on leadership and team management, customer support, workforce planning and analytics and the training and development functions.
Job duties include but are not limited to
- Overseeing tech support (first and second line response teams) for the current high-tech software products
- Assist with growth and development of the support team to service and the future high-tech product lines the company currently anticipates supplying to customers
- Coordinating a 24/7 team to handle phone service, live chat support and email tickets and the coordinating of service work internationally
The SMTP culture and perks
As a team, we want to differentiate ourselves by hard work, disciplined execution, friendly service, a commitment to solving our customers’ problems, and to demonstrate that we can accomplish more than others with a fraction of their resources.
Our company culture is based on the belief that our people are our #1 asset:
- We empower you to make decisions and get things done without all of the bureaucracy!
- We ensure communication across the organisation, including actively soliciting your feedback
- We are committed to our team’s personal development at all levels of the organization
- We offer competitive salaries and company bonus programs
- We offer health and dental insurance for full-time employees
- We offer a paid holidays and PTO to our full-time employees
- We strive to reward team members who operate as “business owners” with stock option grants in our firm, creating a strong team-oriented dynamic across the entire company
About SMTP, Inc.
SMTP is a NASDAQ-listed provider of email services that is growing rapidly on a global basis. The company’s easy-to-use and highly affordable SharpSpring marketing automation platform is empowering the next generation digital marketers with tools once reserved for large enterprises. The company’s long history as one of the early pioneers of SMTP delivery services provides a solid backbone for the company’s growth, which will be supported by its global operations. Its recent acquisition of GraphicMail provides a global footprint and both email and mobile functionality for a wide range of business users. Its profitable operation and access to the public markets for capital positions it well for both organic growth and synergistic acquisitions. Learn more about us and our subsidiaries at: http://investors.smtp.com/media/SMTP_Investor_Presentation_Dec2014.pdf.
Posted on 10 Jun 18:12 APPLY NOW
