Client Services Manager

2 weeks ago

Kempton Park, Gauteng, South Africa Resonance HR (Recruitment Agency) Full time

Customer Services Manager

Scope & General Purpose of the Job


To deliver a comprehensive service to enquiring clients, ensuring their needs and queries are satisfied and that the organization responds appropriately to client concerns.


KEY PERFORMANCE AREAS

Customer Service

  • Establish and maintain an 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 organizational 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 organizational remedial action to minimize 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 organization's practices and policies
  • Develop a culture of continuous improvement: monitoring bottlenecks and seeking solutions
  • Always ensure compliance with NCR.
  • Ensure any sales staff are registered DC's.
  • Ensure successful audit by NCR 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 effectively
  • 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 organizational 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
  • Managing 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 actualization, Corporate awareness, Proficient in

English & Afrikaans, Time management skills

Education & Training

  • Diploma in Psychology/customer service
  • Registered Debt Counsellor

Experience
Successful track record in customer service, five years in the industry or related field

Remuneration & Benefits

  • Salary negotiable as per experience
  • Medical Insurance after probation period
  • 15 Days annual leave

Job Types:
Full-time, Permanent

Education:

  • Diploma (required)

Experience:

Debt Counsellor: 5 years (required)

  • Customer Services management: 5 years (required)

License/Certification:

  • Diploma is Customer Services (required)

  • Client Service Consultant

    2 weeks ago

    Kempton Park, Gauteng, South Africa Metropolitan Life Full time

    IntroductionThrough our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.Role PurposeRequirements: Matric / Grade 1...

  • IT Services Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa Emperors Palace Full time

    Company DescriptionPeermont prides itself on offering our guests exceptional customer service and value for money. We always strive to employ and develop individuals that share our values of Respect and Humility, Integrity, Collaboration, Accountability, Innovation and Agility.As part of this we endeavour to provide opportunities to our employees to develop...

  • Manager, Business Services

    2 weeks ago

    Kempton Park, Gauteng, South Africa DSV Full time

    Time Type: Full Time Minimum Requirements Grade 12 Logistics or Supply Chain Management degree, or 4-year equivalent advanced diploma (BTECH, BCom, HCom) • Proficient in Excel/PowerPoint for data management and reporting. • Good understanding and experience of .xml language Job Related Requirments Experience +3 years or more relevant experience: o Lead...

  • Manager, Service Contracts

    2 weeks ago

    Kempton Park, Gauteng, South Africa FLSmidth, Inc. Full time

    Do you want to make a difference in the world and contribute to a sustainable future?We believe we can develop the technology and gain the know-how to make a difference. It's a big responsibility, and we are committed to making an impactful positive change. We need your skills, curiosity, and drive for change to fulfil our goal. Together, we enable our...

  • Branch Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa RS Recruitment Services Full time

    RS Recruitment Services is assisting a well-established organisation in the INK MANUFACTURING INDUSTRY to recruit a BRANCH MANAGER to be based at their office in KEMPTON PARK, JOHANNESBURG. Up to R60 000 ctc. neg._ OUR CLIENT IS A LEADING MANUFACTURER, DISTRIBUTOR AND SUPPLIER OF SPECIALISED INKS, COATINGS AND ADHESIVES THROUGHOUT SOUTH AFRICA._The Branch...

  • Commercial Vehicle Service Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa Bonafide Human Capital (Pty) Ltd Full time

    Our Commercial dealer client based in Kempton Park is looking to employ an experienced Service Manager.Must have:Good communication skillsExcellent customer service skillsStable track recordExtremley good admin skills Ability to control resources at a level commensurate with profit requirements and enhanced customer relations. Ability to maximize...

  • Regional Sales Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa RS Recruitment Services Full time

    RS Recruitment Services is assisting a well-established organisation in the INK MANUFACTURING INDUSTRY to recruit a REGIONAL SALES MANAGER to be based at their office in KEMPTON PARK, JOHANNESBURG. Up to R60 000 ctc._ OUR CLIENT IS A LEADING MANUFACTURER, DISTRIBUTOR AND SUPPLIER OF SPECIALISED INKS, COATINGS AND ADHESIVES THROUGHOUT SOUTH AFRICA._The...

  • Manager, Business Services, Road Logistics

    2 weeks ago

    Kempton Park, Gauteng, South Africa DSV Full time

    DSV - Global transport and logisticsLocation: Kempton ParkJob Posting Title: Manager, Business Services, Road LogisticsTime Type: Full TimeMain Purpose of the Role:You will be a key-member of the Regional IT Operations and Services Client Delivery Team. In this position you will be required to engage with Business and Customers being accountable for the...

  • Customer Service Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa Dante Personnel Full time

    Gauteng, Kempton ParkCUSTOMER SERVICE MANAGER - INSURANCERNEGKEMPTON PARK BASEDMinimum requirements: Diploma in Psychology/customer service; Registered Debt Counsellor Successful track record in customer service, five years in the industry or related field CUSTOMER SERVICE, QUALITY ASSURANCE, ADMINISTRATION AND PEOPLE MANAGEMENTDante...

  • Financial Planner

    2 weeks ago

    Kempton Park, Gauteng, South Africa Solidrock Financial Services Full time

    Job Description:The purpose of this role is to attract, acquire and retain clients by designing and delivering a financial plan that services their financial wellness needs in line with the growth and engagement strategy opted for by the client.Job Responsibilities: Find clients to assist with financial planning Achieve set targets on production, quality and...

  • Supervisor - Isando

    2 weeks ago

    Kempton Park, Gauteng, South Africa Fidelity Services Group Full time

    Shift Supervisor:A vacancy for a Supervisor has become vacant. The main purpose of the position is to ensure that all site-specific security requirements are adhered to and that the Client's needs are always efficiently and professionally met.Minimum Requirements: Matric certificate with Grade A/B Psira registration and accreditation. A minimum of 3 years'...

  • Commercial Vehicle Service Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa Bonafide Human Capital Full time

    Ability to control resources at a level commensurate with profit requirements and enhanced customer relations. Ability to maximize departmental profitability through the sale of labour and associated products to franchise and non-franchise customers. Supervision of staff, management of performance, discipline and other staff management related functions....

  • Service and Maintenance Branch Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa SISOL Recruitment Full time

    Reports directly to me (Managing Director)Would handle the Day to day Job planning, Quotes, Breakdown communication and Planning of the resources.With the support of the planner to plan the Month planned services.All the technicians will report directly to him with the support of the Service SupervisorEngineering or trade as a back round would help. Reports...

  • Customer Service Agent

    2 weeks ago

    Kempton Park, Gauteng, South Africa Signa Group Full time

    MAIN JOB PURPOSEThe Customer Service Agent's primary role is to manage and maintain accurate data on B1SA's Master Databases by ensuring that B1SA's client's supplier information is captured accurately and is complete.QUALIFICATIONS & EXPERIENCE Matric Certificate Proficient in Microsoft Office (added advantage) Proficient in English At least oneyear...

  • Dedicated IT Service Desk

    2 weeks ago

    Kempton Park, Gauteng, South Africa ASG Computers Full time

    Provide Service Desk Support, first-line telephonic and remote ICT support to a dedicated client site.Applications include the following but are not limited to: (M365, Intune, Exchange Server, Azure, and Virtual products. Experience working on Hyper-V and ESXI is non-negotiable.Duties and responsibilities Answer inbound telephone calls within 15 seconds....

  • Site Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa Business Directive Contract Services (Pty) Ltd. Full time

    Welcome to Business Directive Contract Services (Pty) Ltd., where we believe in excellence fueled by Servant Leadership, Integrity, Empowerment, and Passion. We are seeking an experienced and dynamic Site Manager (Operations) to lead and optimize our operational systems, processes, and infrastructure. Your responsibilities will span across various domains,...

  • Service Delivery Manager

    2 weeks ago

    Kempton Park, Gauteng, South Africa DSV Full time

    If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.DSV - Global transport and logisticsLocation: Kempton ParkJob Posting Title: Service Delivery ManagerTime Type: Full timeMinimum RequirementsGrade 12Advanced Computer literacy...

  • Manager, Business System Services

    2 weeks ago

    Kempton Park, Gauteng, South Africa DSV Full time

    Time Type: Full Time Minimum Requirements. Grade 12, a Logistics or Supply Chain Management degree, or 4-year equivalent advanced diploma (BTECH, BCom, HCom) + 5 Years experience in warehouse and transportation supply chain logistics + 5 Years experience in the setup and management of EDI and API Standards and Protocols, Data Mapping and Transformation,...

  • Sales Executive

    2 weeks ago

    Kempton Park, Gauteng, South Africa Ann Swann Personnel Services Full time

    PermanentJHB00145- Marketing- Gauteng, Kempton Park Monthly Basic Salary (Commission,, fuel card, cellphone contribution and a company laptop, Negotiable)- This dynamic company has a Sales Executive position which is part of a young, dynamic team, working together to provide integrated services to clients in thebuilding and construction industry. The...

  • Manager: Cabin Services

    2 weeks ago

    Kempton Park, Gauteng, South Africa Safair Operations Full time

    Safair Operations, operating as FlySafair, has a vacancy for Manager: Cabin Services at our Head Office in Bonaero Park.The successful applicant will report to the Executive Manager: Operations Support**RESPONSIBILITIES: Daily management and supervision of Cabin Crew staff;:Establish and ensure sufficient staff numbers in line with FlySafair requirements and...