Awesim Telecoms is Hiring a Customer Care Supervisor in Johannesburg

At Awesim Telecoms, we believe that success starts with our people. We are committed to doing what is best for our agents and staff and are guided by our core values: Have respect, Take care, Go the extra mile, Be a team player and Choose what is right.

We’re looking for a Customer Care Supervisor who can turn great service into a stand out experience. In this role, you’ll lead a team that delivers timely, accurate and helpful support to our Agents, keeping them confident and loyal.

You’ll oversee team performance in line with the set minimal acceptable standards (MAS), provide coaching, and handle escalations to ensure every enquiry is resolved efficiently and professionally. At Awesim, we strive to deliver excellence — and we’re looking for someone who shares that standard.

Why You’ll Love Working at Awesim:

• Purpose with impact: You’ll be part of a company that is committed to investing in South Africa’s talent by creating meaningful job opportunities for our agents in the informal market.
• Values-driven culture: Our values are the foundation of how we treat our agents, staff, and one another.
• Growth, Innovation & Career Development: Awesim is fast-moving and constantly evolving. If you love problem-solving, building better processes, and influencing positive change, you’ll thrive here.

Success looks like:

• Lead Customer Service Delivery – Oversee and resolve complex queries, complaints and escalations while ensuring timeous, accurate and high-quality support.
• Drive Quality & Compliance – Monitor response times, customer experience through QA, accuracy and internal quality control, ensuring procedures, SOPs and training material are up to date and followed.
• Manage Team Performance – Ensure the CC Team exceed their MAS (Minimal acceptable standard) targets, performance management, address corrective actions and ensure efficient staffing and scheduling.
• Support & Develop Staff – Provide ongoing coaching, skills development and leadership support for direct reports, including performance evaluations and growth plans.
• Ensure System & Process Efficiency – Monitor systems, tools and processes, escalate issues, and recommend improvements or automation opportunities.

KEY RESPONSIBILITIES:

Customer Service Management

• Oversee and resolve complex Agent issues, ensure high-quality and compliant service delivery through continuous monitoring and improvement, and maintain all required training materials, policies, procedures and SOPs.

Team Supervision & Performance Management

• Drive team performance through clear targets, regular feedback and ongoing coaching to ensure consistent service excellence.
• Maintain efficient staffing and operations by managing schedules, workloads and daily departmental flow.
• Develop and support team members by identifying growth needs, facilitating training and fostering a positive, high-performing culture.

Systems and Process Management

• Ensure all systems, tools and equipment are functioning optimally, promptly escalate issues, and continuously assess processes to recommend improvements, automations, or enhancements.

Interdepartmental Collaboration & Support

• Collaborate across departments to address issues, support workflows, and contribute to training, onboarding, and overall company operations and culture.

Reporting & Communication

• Provide accurate, timely reporting on Customer Care and ad hoc metrics, ensuring accessibility and continuous improvement to align with departmental and company goals.

Requirements

• A degree (or equivalent);
• Minimum of 3 years’ experience within Customer Support environment.
• Managing a Team (min. 8 team members and for 1+ years);
• Experience in IR Related Matters
• Advanced MS Excel skills (Manual Reporting);
• Identify, investigate and raise/resolve system anomalies;
• Comfortable working with CRMs systems and reporting.
• Experience in IR Related Matters; (Advantageous);
• Experience with Google Sheets (advantageous).