Customer Care Manager - Pretoria, South Africa - H2R Africa

H2R Africa

Verified Company

Pretoria, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Responsibilities:

Oversee and report on the general operations and functions of the client relationship and key account management team.
Ensure that the team operates cohesively within the department.
Be accountable for high retention levels and building meaningful relationships with key stakeholders.
Execute the aggressive organic growth targets with the team.
Manage the team which includes, Key Account Managers and onsite Customer Service Consultants, to ensure execution of the client relations strategy.
Institute strict financial controls and timelines with regards to budgeted expenses.
Set up department objectives and performance contracts with the team.
Ensure that the SLA with clients is continuously met and exceeded.
Provide the team with a stimulating and supportive environment.
Drive a highperformance culture and take corrective action when necessary.
Identify training needs and skills gaps within the team.
Build and maintain new and existing relationships with key stakeholders, such as, company executives, trade unions and brokers.
Prepare monthly and quarterly management and client reports.
Ensure execution of PR and wellness strategy in collaboration with the marketing department.
Manage the department budget.
Collaboration with marketing; managed care; implementation and sales divisions to achieve organisational goals.
Planning and allocation of resources for yearend revision processes.

Knowledge Skills and Attributes:

Minimum Qualifications:

Relevant Tertiary Qualification
10 years experience in the medical sales industry, with 3 years in a management position
Multilingual including a few African languages
Valid drivers license and own car