Customer Service Manager Wanted At Gauteng

Overall Purpose of the Job: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff.

Minimum Qualifications and Experience:

• Tertiary qualification an advantage
• Relevant experience, and proven track record, in Contact Centre and/or training environment with specific focus on Client Retention and Communication, not less than 5 years
• Computer literacy (MS office suite)
• Code 08 Drivers Licence

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Main Duties:

• Manage the Customer Service Level of Incoming calls
• Manage call back times and abandonment rate
• Manage the Customer Service level email answer times
• To analyze perception survey results and implement action plans in accordance with depts
• Ensure compliance monthly to all SOP procedures
• Compile the summary of all daily, weekly and monthly reports
• Attend meetings when required and present reporting when needed in meetings
• Ensure all internal and external reporting requirements are met (Head Office and Local) monthly
• Receive and investigate client complaints

• Ensure that all staff are trained to required standards
• Ensure that supervisors enforce strict discipline
• Ensure a Culture of Accountability within the Supervisor Team and their teams
• Ensure a Culture of continuous improvement within the Supervisor Team and their teams
• Ensure that Supervisors enforce Customer Excellence
• Ensure the Supervisors drives a culture of going the extra mile for all Customers Internal and external
• Do merit assessment for staff doing exceptional work, getting compliments and going above and beyond
• Interviewing potential candidates for employment with Supervisors
• Ensure full staff compliment
• Manage Absenteeism rate
• Manage vacancy rate
• Manage staff turnover rate
• Manage Client Attrition and Achieving company OI
• Build a culture of communicating with Respect
• Achieve Business Rate Reduction budget for Inland
• Achieve Business Save Efficiency and Save Effectiveness
• Work with other leadership Nationally to implement best practice at all times
• Monitoring /Coaching/Assisting staff

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Behavioural Competencies:

• Ethical Practice
• Leadership & Navigation
• Business Acumen
• Relationship Management
• Consultation
• Critical Evaluation
• Expert presentation skills
• Administrative
• Advanced communication
• Decision making
• Professionalism
• Project management
• Driven
• Change management
• Passion
• Interpersonal / Computer literate
• Numerate

Closing Date: Ongoing 

HOW TO APPLY

Click Here to Submit your CV and Application on Company Website

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