Customer Service Manager: Blc - Sandton, South Africa - Blue Label Telecoms

Blue Label Telecoms

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Job Purpose

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation.

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

To ensure the best possible experience for our customers through planning ,coordinating and control of the activities of the customer experience team to maintain and enhance customer relationships and meet organizational and operational objectives.

Responsibilities

Customer Experience Strategy Execution

Support crossfunctional work areas targeted to resolve issues raised by customers
Implements processes and procedures to improve operational efficiency
Strive toward the achievement of customer service objectives through the contribution of customer service information and strategic plans
Preparation of action plans, relaying quality customer service standards and resolving any departmental issues/problems
Identify customer service trends, determine system improvements, and implement changes that improve existing strategies and bring about improvement in customer support initiatives
Implement customer service policies and procedures
Communicate customer service standards
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and standardsaligned to SLAs
Creation of KPI's and monthly business reviews
Ensure the necessary resources and tools are available for quality customer service delivery
Coordinate and manage customer service projects and initiatives

Customer Engagement

Maximizes customer service operational performance through the provision of technical advice to the team, detecting and diagnosing customer service issues, and analyzing and solving those issues
Improve customer service experience, create engaged customers and facilitate organic growth
Manages the customer service operations, which deals directly with customers and is the first point of contact
Handle complex and escalated customer service issues
Leverage deep functional expertise in order to expand the customer's use of existing products and to identify new products offerings
Build/maintain a rapid channels of communication to customers in case of servicerelated issues and events
Represent the "Voice of the Customer"
Create a culture of Customer Centricity
Coordinates troubleshooting, support, and service for equipment and networks when necessary

Analytics

Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports to line manager or respective business units
Develops, tracks and reports key performance measurements for the unit
Assess and review customer complaints
Track customer complaint resolution
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs
Demonstrate advanced insights and understanding of customer's business/ industry and challenge appropriately the way a customer views both their business and processes

Team Management

Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders
Role model behavior and motivate team members in line with the core values
Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management
Provide support and guidance on career path planning, onthejob training, coaching and mentoring to direct reports
Manage efficient Reporting

Self-Management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Behavioural competencies