Customer Services Manager

2 weeks ago

East Rand, South Africa Unique Personnel Full time

Job Number

  • 68716

Job Type

  • Permanent

Job Title

  • Customer Services Manager

Computer Skills

  • MS Excel,MS PowerPoiont

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

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

  • Customer Services Manager

    4 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **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...

  • Customer Service Manager

    2 months ago

    East Rand, South Africa Fusion Recruitment Full time

    **Diploma in Psychology / Customer Service** ***: - **Registered Debt Counsellor** ***: - **Recording client complaints** ***: - **Manage incoming calls and correspondence** ***: - **Monitor organizational and industry developments to ensure adequate responses to queries built into internal procedures** ***: - **Analysis of statistics to measure Client...

  • Customer Service Manager

    2 weeks ago

    East Rand, South Africa Fusion Recruitment Full time

    Diploma in Psychology / Customer Service***: - Registered Debt Counsellor***: - Recording client complaints***: - Manage incoming calls and correspondence***: - Monitor organizational and industry developments to ensure adequate responses to queries built into internal procedures***: - Analysis of statistics to measure Client satisfaction***: - Quality...

  • Customer Service Manager

    2 weeks ago

    East Rand, South Africa L3A (Pty) Ltd. Full time

    Role:To deliver a comprehensive service to enquiring clients, ensuring their needs and queries are satisfied and that the organization responds appropriately to client concerns.Requirements: Diploma in Psychology/customer service Registered Debt Counsellor Successful track record in customer service, five years in the industry or related field Must have debt...

  • Customer Service Supervisor

    3 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 70972 **Job Type** - Permanent **Job Title** - Customer Service Supervisor **Computer Skills** - JD Edwards,MS Excel,SAP,MS Office **Industry** - Manufacturing **City** - Ekurhuleni (East Rand) **Province** - Gauteng - Job Purpose: The primary purpose of the Customer Service Supervisor role is to create the highest level of customer...

  • Customer Service Analyst

    2 weeks ago

    East Rand, South Africa Smollan Full time

    We're on the lookout for an experienced Customer Service Analyst X5 to support the Customer Excellence Managers and provide customer service performance reporting for a channel through collaboration with the customer excellence team. Further, to take accountability for order book, reverting and following up on queries.As a Customer Service Analyst you will...

  • Customer Service Agent

    1 week ago

    East Rand, South Africa SoluGrowth (Pty) Ltd. Full time

    Solugrowth is looking for a Customer Service Agent for a client withing the Freight/Courier industry based in Boksburg - Gauteng. To be the primary point of contact for any customer who has a question or issue with a product or service, act as a liaison, provide accurate product/service information. RESPONSIBILITIES: - Managing incoming calls & customer...

  • Customer Service Agent

    2 weeks ago

    East Rand, South Africa SydSen Recruit Full time

    Customer Service Representative - East Rand Our client In the Automotive industry is looking for a **Customer Service Representative **in the **East Rand** Area. **Minimum Requirements**: - Matric or higher tertiary qualification - Code 8 license - Minimum 2 years in similar role - Proven customer support experience or experience as a Client Service...

  • Customer Services

    2 months ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 68657 **Job Type** - Temp Contract **Job Title** - Customer Services **Computer Skills** - MS Office **Industry** - Plumbing **City** - Ekurhuleni (East Rand) **Province** - Gauteng- **Inherent Requirements** - MS Office- Live close to Edenvale**What Qualification** **Minimum Qualification** - Any **Status** - Pending / Unavailable

  • Customer Service Agent

    2 weeks ago

    East Rand, South Africa SoluGrowth (Pty) Ltd. Full time

    Solugrowth is looking for a Customer Service Agent for a client withing the Freight/Courier industry based in Boksburg - Gauteng. To be the primary point of contact for any customer who has a question or issue with a product or service, act as a liaison, provide accurate product/service information.RESPONSIBILITIES: Managing incoming calls & customer service...

  • Customer Service Consultant

    2 weeks ago

    East Rand, South Africa Smollan Full time

    We'reon the lookout for a Call Center Agent in JHB East RandAs a Customer Service Consultant, you willbe responsible for:Customer Handling Administration Client Service 12 years call centre experience preferable/ Customer service experience/Administrative experience Grade 1 Customer service skills Conflict resolution skills Brand development Attention to...

  • Customer Service Administrator

    2 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 73068 **Job Type** - Permanent **Job Title** - Customer Service Administrator **Computer Skills** - Ms Office **Industry** - Pharmaceutical - Healthcare **City** - Ekurhuleni (East Rand) **Province** - Gauteng **Purpose Of The Role**: - To provide internal administrative support, resolve customer queries timeously and render...

  • Customer Service Agent

    1 week ago

    East Rand, South Africa SoluGrowth (Pty) Ltd. Full time

    Solugrowth is looking for a Customer Service Agent for a client based in Boksburg within the Logistics environment to ensure that all customer queries are dealt with in an efficient manner and provides a a high level of service to promote the organisations products and services. Must have basic product knowledge and may be responsible for marketing the...

  • Customer Service Agent

    2 weeks ago

    East Rand, South Africa SoluGrowth (Pty) Ltd. Full time

    Solugrowth is looking for a Customer Service Agent for a client based in Boksburg within the Logistics environment to ensure that all customer queries are dealt with in an efficient manner and provides a a high level of service to promote the organisations products and services. Must have basic product knowledge and may be responsible for marketing the...

  • Customer Service Representative

    3 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 70183 **Job Type** - Permanent **Job Title** - Customer Service Representative **Computer Skills** - MS Excel **Industry** - Water treatment **City** - Ekurhuleni (East Rand) **Province** - Gauteng - Customer Service Representative- Responsibilities: - Processing quotes and pro formas/invoices- Assist walk-in customers- - Answering the...

  • Customer Service Representative

    4 weeks ago

    East Rand, South Africa Unique Personnel Full time

    **Job Number** - 68813 **Job Type** - Permanent **Job Title** - Customer Service Representative **Computer Skills** - MS Office,IQ Retail **Industry** - Water treatment **City** - Ekurhuleni (East Rand) **Province** - Gauteng - Customer Service Representative- Responsibilities: - Processing quotes and pro formas/invoices- Assist walk-in customers.- -...

  • Customer Services

    2 weeks ago

    East Rand, South Africa Unique Personnel Full time

    Job Number 68657Job Type Temp ContractJob Title Customer ServicesComputer Skills MS OfficeIndustry PlumbingCity Ekurhuleni (East Rand)Province GautengInherent Requirements MS Office Live close to EdenvaleWhat QualificationMinimum Qualification AnyStatus Pending / Unavailable

  • Customer Service Consultant

    2 weeks ago

    East Rand, South Africa Smollan Full time

    We're on the lookout for a Customer Service Consultant based in JHB East Rand As a Customer Servcie Consultant, you will be responsible for: - Stakeholder Engagement - Administration and Systems Management - Client service - 1-2 years’ experience in a Call Centre/customer service/ administration role - Grade 12/NQF level 4 - Tertiary qualification added...

  • Customer Service Consultant

    4 weeks ago

    East Rand, South Africa Smollan Full time

    We're on the lookout for a Customer Service Consultant based in Gauteng As a Customer Servcie Consultant, you will be responsible for: - Stakeholder Engagement - Administration and Systems Management - Client service - 1-2 years’ experience in a Call Centre/customer service/ administration role - Grade 12/NQF level 4 - Tertiary qualification added...

  • Customer Service Consultant

    3 weeks ago

    East Rand, South Africa Smollan Full time

    We're on the lookout for a **Customer Service Consultant** based in **JHB East Rand** **As a Customer Service Consultant, you will be responsible for**: - Customer Handling - Administration - Client Service - 1-2 years call centre experience preferable/ Customer service experience/Administrative experience - Grade 12/NQF level 4 - Customer service skills -...