Cell C – Apply Now
Position: Online Support Lead
Location: Midrand, Gauteng
Job Type: Permanent
Posted: 10 June 2025 | Closing Date: 19 June 2025
About the Role:
Cell C, a consumer-focused telecommunications company, is seeking a driven and customer-oriented Online Support Lead to join its team of #Changemakers.
This role is central to overseeing the company’s online and telesales functions, driving both customer satisfaction and business growth.
Key Purpose:
The Online Support Lead is responsible for managing daily sales operations across digital and telesales platforms, ensuring timely order fulfillment and addressing customer needs efficiently.
The role also involves cross-department collaboration to improve the end-to-end customer journey and deliver on sales targets.
Core Responsibilities:
Sales Operations Management
Ensure efficient and timely processing and delivery of all customer orders.
Optimize the sales cycle to improve conversion rates in online and telesales.
Coordinate with marketing, product, and digital teams to support promotions and new offerings.
Implement performance-boosting initiatives across sales channels.
Customer Technical Support
Oversee the handling of technical customer issues related to billing, products, or sales fulfillment.
Train and guide telesales and online support staff to manage complex queries.
Work closely with technical and product teams to provide accurate support.
Team & Cross-Functional Collaboration
Partner with digital teams to enhance user experience and integrate new digital tools.
Collaborate with product teams to ensure accurate information is shared online.
Offer insights into customer behavior and sales performance to support digital and product development.
Performance Monitoring & Leadership
Track KPIs such as sales volumes, conversion rates, and customer satisfaction.
Lead team performance reviews and offer coaching as needed.
Use data insights to guide improvements in sales processes and team output.
Customer Journey & Experience
Own and enhance the end-to-end digital sales experience.
Gather and apply feedback to continuously refine the sales journey.
Lead efforts to improve customer satisfaction and reduce friction in the sales process.
Strategic Sales Leadership
Implement digital and telesales strategies aligned with company goals.
Design innovative approaches for customer acquisition and retention.
Stay updated on industry trends and competitor activity to maintain a competitive edge.
Minimum Requirements:
Qualifications:
Bachelor’s degree in Telecommunications, IT, or a related field.
Experience:
Minimum 5 years in customer service or tech support, ideally in telecoms.
Hands-on experience with telecom systems and platforms.
Skills & Attributes:
Proficient in CRM and telecom-related tools.
Strong written and verbal communication.
Technical problem-solving abilities.
Knowledge of mobile and internet network setups.
Empathetic, detail-oriented, and able to perform under pressure.
Independent worker with excellent time management.
Cell C is committed to creating an inclusive work environment and is an equal opportunity employer.