Customer Services Manager - East Rand, South Africa - Unique Personnel

Unique Personnel

Verified Company

East Rand, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Job Number

68647

Job Type

Permanent

Job Title

Customer Services Manager

Computer Skills

MS Excel,MS PowerPoint

Industry

Financial Services

City

Ekurhuleni (East Rand)

Province

Gauteng
To deliver a comprehensive service to enquiring clients ensuring their needs and queries are satisfied and that the organisation responds appropriately to client concerns
Reporting Relationship Reports to the Chief Operations Officer and forms part of the Relationships Management Team

Customer Service

Establish and maintain effective system of recording client complaints, systems to address those complaints and checking systems to ensure prompt action and acceptable outcomes \
Manage incoming calls and correspondence, ensuring they are referred to appropriately skilled team members
Engage in the resolution of longstanding of complex queries to ensure satisfactory outcomes
Monitor organisational and industry developments to ensure adequate responses to queries are built in to internal procedures
Establish means (analysis of statistics) to measure client satisfaction and report on performance against them
Motivate organisational remedial action to minimise future client dissatisfaction
Use feedback on client experience to explore improved service and new product offerings
Ensure all transactions with clients are processed in a professional manner that enhances the reputation of the business
Seek ways to improve resolution of concerns and speed up response times

Quality Assurance

Establish operational standards to ensure compliance with legal requirements and attainment of highest level of integrity in dealings with clients
Review cases with team to provide learning points, systems evaluation and amended responses to enhance client service
Monitor trends in client complaints and alert senior management of potential risks arising from organisation's practices and policies
Develop a culture of continuous improvement: monitoring bottlenecks and seeking solutions
Ensure compliance with at all times
Ensure any sales staff are registered DC's
Ensure successful audit by when audited
Ensure all registered DC returns for your department are done timeously
Administration Establish and maintain an effective system for managing client queries and responses
Establish and maintain effective systems for provision of statistics, trends and reporting, including resolution time frames
Prepare regular reports on customer service activities, performance, costs, trends and developments and make presentations to the Executive
Ensure all office equipment and administration systems are functioning effectively
Establish and effective archiving and retrieval system to provide speedy access to case history
Track resolution processes to ensure adequate responses are made at each stage of the process
Maintain flow of information between customer service department and other departments to enhance organisational effectiveness
Manage own department budget effectively and report timeously on results

People Management

Build effective and motivated teams: hire, coach and train staff to maintain high client service standards
Establish and maintain operational standards training to enhance service and extract development potential from team members
Set and manage performance achievements for self, staff and team members
Evaluate performance of team members with key metrics, provide feedback and set development and performance goals with team members
Manage staff: attendance, leave, incentives, training and development, performance management, etc.
Assist with the development of training material to make sure all team members (and others) are kept abreast of internal practices and industry developments
Develop people plans to ensure promotion of equity goals, maintenance of skills pool, succession planning and crossskilling within the department
Identify skills sets required in team members to achieve business goals

Competency (Skills and Knowledge)

Ethical Behaviour, Builds team relationships, Effective communicator, Empathy for staff and client needs, Effective teamwork, Decisive, Compliant to quality standards and legal requirements, Tactful, Problem solving skills. Effective listening skills, Computer literate presentations, text and spreadsheet; Internal actualisation, Corporate awareness, Proficient in English & Afrikaans, Time management skills
Inherent Requirements
Diploma in Psychology/customer service; Registered Debt Counsellor
Successful track record in customer service, five years in the industry or related field
Ethical Behaviour, Builds team relationships, Effective communicator, Empathy for staff and client needs, Effective teamwork, Decisive, Compliant to quality standards and legal requirements, Tactful, Problem solving skills.
Effective listening skills,
Computer literate presentations, text