Purpose of the Job:<\/p>\n
\tThe Online Support Lead is responsible for leading and optimizing digital customer support operations across online channels (chat, email, social media, and self-service portals), while overseeing online and telesales operations to drive growth and customer satisfaction in a fast-paced telecommunications environment.
\n\tThis role manages day-to-day sales operations, ensures efficient sales fulfilment, and collaborates with cross-functional teams\u2014including digital, product, and technical support\u2014to enhance the customer sales journey. With a strong emphasis on achieving sales targets, improving customer experience, and resolving customer queries, the Online Support Lead acts as a hands-on leader with a customer-focused approach, capable of supporting teams, driving performance, optimizing sales processes, and fostering collaboration across the organization.<\/p>\n
Sales Fulfilment & Customer Retention Effectiveness<\/p>\n
\tEnsure timely and effective sales fulfilment processes across all channels by overseeing accurate order management, tracking, and completion
\n\tMonitor and optimize the sales cycle to reduce friction points and increase conversion rates across online and telesales platforms
\n\tCollaborate with marketing, product, digital, and distribution teams to ensure promotions, offers, and product launches are effectively communicated and executed, while aligning support with customer acquisition and retention goals
\n\tFacilitate the seamless handover of leads and queries from support to sales channels and provide actionable insights into customer needs and pain points to continuously improve sales performance, customer satisfaction, and overall business growth<\/p>\n
Customer Technical Queries Support<\/p>\n
\tLead and manage online support teams to deliver efficient, customer-centric service by ensuring service-level agreements (SLAs) and response times are consistently met
\n\tOversee escalation management and the resolution of complex customer issues, including technical queries related to sales fulfilment, billing, and product inquiries, ensuring timely and effective solutions
\n\tProvide leadership, training, and guidance to telesales and online support teams to strengthen their ability to handle complex technical queries, while collaborating with technical support and product teams to ensure customers receive accurate, helpful, and satisfactory resolutions<\/p>\n
Collaboration & Stakeholder Engagement<\/p>\n
\tWork closely with the digital team to streamline the online sales process, enhance the user experience, and introduce new tools or platforms to improve sales conversion and customer engagement
\n\tCoordinate with product and technical teams to ensure the accurate delivery of information about services, troubleshooting, and product-related queries on digital channels
\n\tProvide valuable insights into customer behavior and sales trends to support digital marketing and product development strategies
\n\tCollaborate with digital team in the optimization of the online sales journey through A\/B testing, user experience (UX) improvements, and implementation of cutting-edge digital technologies
\n\tFoster strong collaboration with digital, product, and cross-functional teams to ensure seamless execution of online initiatives, promotions, and product launches<\/p>\n
Performance Management & Reporting<\/p>\n
\tRegularly track, analyse, and report on key sales metrics and KPIs, such as sales volume, conversion rates, and customer satisfaction levels, ensuring alignment with overall business objectives
\n\tLead the performance reviews of the online and telesales teams, ensuring that individual and team goals are being met, and provide coaching or development plans as necessary
\n\tUtilize data-driven insights to inform decisions and continuously improve the performance of the sales teams and the overall sales journey<\/p>\n
Digital Channel & Customer Journey Optimization<\/p>\n
\tOwn the customer sales journey from first contact to final sale, ensuring an optimized, frictionless experience for customers
\n\tWork on the continuous improvement of the sales process by incorporating feedback from customers, sales teams, and technical teams
\n\tLead initiatives aimed at improving customer satisfaction, minimizing drop-offs in the sales funnel, and ensuring a seamless post-sales process
\n\tEnhance and streamline digital support and sales channels to deliver seamless, efficient, and customer\u2011centric experiences
\n\tContinuously monitor and optimize online platforms, processes, and touchpoints across the customer journey to reduce friction, improve engagement, and drive higher conversion, satisfaction, and retention rates<\/p>\n
Sales Strategy & Leadership<\/p>\n
\tExecute the strategy for online sales, telesales, and customer journey improvement initiatives in line with company objectives
\n\tLead the creation of innovative sales strategies that enhance customer acquisition, retention, and long-term engagement
\n\tMonitor industry trends, competitive activity, and market conditions to ensure that the company remains competitive in the digital and telesales space
\n\tMaintain strong relationships with key stakeholders and provide leadership in cross-functional teams to drive business success<\/p>\n
Qualifications<\/p>\n
\tBachelor\u2019s degree in telecommunications, IT, or a related field is a requirement<\/p>\n
Experience<\/p>\n
\t5 – 7 years of experience in customer service or technical support, preferably within the telecommunications industry.
\n\tExperience with telecommunication systems and platforms
\n\tProven track record of managing support teams and achieving service-level targets.
\n\tExperience with CRM systems, ticketing platforms, and digital analytics tools.<\/p>\n
Knowledge, skills and attributes<\/p>\n
\tKnowledge of industry-specific software or CRM tools
\n\tFamiliarity with internet and mobile network configurations
\n\tStrong communication skills (verbal and written)
\n\tTechnical troubleshooting abilities and knowledge of telecommunication products and services
\n\tProficiency with online communication tools (chat, email, social media)
\n\tAbility to work independently and manage time effectively
\n\tPatient, empathetic, and solution oriented
\n\tAbility to remain calm and composed in high-pressure situations.
\n\tStrong attention to detail
\n\tCustomer Service Excellence: Strong ability to resolve queries and deliver positive customer experiences
\n\tDigital Channel Expertise: Knowledge of online support tools, CRM systems, and omnichannel platforms
\n\tAnalytical Skills: Ability to interpret customer data, identify trends, and make data-driven decisions
\n\tCommunication: Excellent verbal and written communication skills for customer engagement and reporting
\n\tLeadership: Ability to guide, motivate, and develop support teams
\n\tProblem-Solving: Skilled in resolving escalations and implementing corrective actions<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
www.linkedin.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"Cell C","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Cell C, we know that because change is inevitable, growth is up to us. While some see change as taking a step back, we see it as a chance to take two steps forward. We believe in embracing change, willing it and being it. That is why since 1999, Cell C Limited has been a proudly South African Lev... read moreel 2 BBBEE customer-first mobile operator that promotes digital inclusion to enhance lives. As an enabler committed to bridging the digital divide in South Africa and ensuring that everyone enjoys the benefits of a modern connected world, we strive to give you world-class products and services to help you change your world. In 2020, we ranked the 19th Most Valuable South African brand in the BrandZ analysis, and as a testament to our focus on service excellence, we have won the 2018\/2019 Ask Afrika Orange Index Award. We are committed to playing our part in transforming our society through education, gender empowerment, and digital inclusion initiatives. Our commitment to gender empowerment through our flagship programme Take A Girl Child To Work Day\u00ae has netted three Standard Bank Top Women Awards.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[72],"class_list":{"0":"post-32843","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/32843","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=32843"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=32843"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=32843"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}