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Centurion

    Technical Customer Services Manager KRA - Centurion, South Africa - HR Genie

    HR Genie
    HR Genie Centurion, South Africa

    5 hours ago

    HR Genie background
    Description

    Technical Customer Services Manager KRA

    1. Set the example when dealing with customers and colleagues by always acting in accordance with the Companies vision and values.
    2. Control and monitor RMA returns and assist with customer complaints.
    3. Handle and resolve any customer and/or internal complaints related to RMA.

    Management of the RMA Team

    1. Conduct weekly meetings with the RMA team leader and provide support with challenges.
    2. Measure and manage quality and turnaround time of service calls.
    3. Assist with customer complaints.
    4. Follow up on all complaints or escalated queries based on the origin and find and implement sustainable solutions.

    Assist the team with their personal and department development and general performance.

    Management of the RMA Team

    1. Conduct weekly meetings with the RMA team leader and provide support with challenges.
    2. Measure and manage quality and turnaround time of service calls.
    3. Assist with customer complaints.
    4. Follow up on all complaints or escalated queries based on the origin and find and implement sustainable solutions.

    Assist the team with their personal and department development and general performance.

    Internal Process Audit and Reporting

    1. Audit and assess all internal processes to improve the customer experience and general value chain and interactions with other departments.
    2. The month end report for RMA needs to be submitted on or before the 3rd working day of each month.

    Stock Management

    1. Monitor and manage the stockholding and stock turnaround times in the returns stores in terms of holding and security.
    2. Manage minor stores monitor the value of stock to ensure that stock write offs are done and approval from exco received.
    3. Measure stock values and performance monthly for the Return Merchandise Authorisation store (RMAPT) and Bargain Bin store (ZZZDB).
    4. Make decisions on returned goods to be moved into the warehouse.
    5. Keep bargain bin (ZZZDB) product conditions updated on MAS.
    6. Liaise with sales team to sell and promote stock from bargain bin (ZZZDB) at a reduced rate to customers.
    7. Manage and oversee returns to suppliers for faulty stock still under warranty and follow up on the credit and/or swop out statuses.
    8. Approve or decline any exceptional returns, customer credits and swop outs outside of the company policy based on merit. The MD will act as the go-to person for a second opinion.

    Approve stock transfers for the RMA team.

    Reporting and Compliance with House Rules

    1. Provide timeous feedback to your manager on daily/ weekly / monthly actions performed.
    2. Keep abreast of all policies and procedures on MAS applicable to you and your role.
    3. Ensure that all policies on MAS have been read and accepted.
    4. All house rules applicable to your branch are to always be respected and adhered to.
    5. Always ensure a neat and tidy workstation.

    Punctuality is to be consistent and timely.

    Excited to learn more? Apply online now via the button below. You will receive an email acknowledging receipt of your application and information on our process. Kindly note the closing date of 29 February 2024. We look forward to reviewing your application.

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