Customer Services Manager - Cape Town, South Africa - Fidelity Services Group

Fidelity Services Group
Fidelity Services Group
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

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:


  • Matric / Grade 1
  • 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 5years)
  • Computer literacy (MS office suite)

Main Duties:


  • Manage the Customer Service Level of Incoming calls
  • Manage call back times and abandoned rate
  • Manage the number of cancellations
  • Analyze perception survey results and implement action plans in accordance with departments
  • Ensure compliance monthly to all Standard Operating Procedures
  • Achieve client satisfaction index above 90%
  • Compile the summary of all daily, weekly and monthly reports
  • Attend meetings and present statistics
  • Ensure all internal and external reporting requirements are met (Head Office and Local)
  • 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 Supervisory Team and their agents
  • Ensure a Culture of continuous improvement within the Supervisory Team and their agents
  • 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
  • Achieve Business Rate Reduction budget for the Coastal Region
  • Achieve Business Save Efficiency and Save Effectiveness
  • Work with other leadership Nationally to implement best practice at all times
  • Monitoring /Coaching/Assisting staff

Behavioural Competencies**:


  • Ethical Practice
  • Leadership & Navigation
  • Business Acumen
  • Relationship Management
  • Consultation
  • Critical Evaluation
  • Expert presentation skills
  • Advanced communication
  • Decision making
  • Professionalism
  • Project management
  • Drive for results
  • Change management

We reserve the right not to make an appointment to any advertised position.
**Fidelity Security Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
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