Client Services Manager

2 weeks ago

Johannesburg, Gauteng, South Africa LiebenGroup Full time

The Client Services Manager is responsible for ensuring that the Client Services Team meets the needs of clients by advising on products, assist in resolving clients' issues, troubleshooting problems, resolving complaints and report according to KPI's and SLA's.

The Client Services Manager is expected to understand and satisfy the clients' requirements and exceed their expectations where possible
.


The Client Services Manager is accountable for the efficient and profitable management of the department so as to increase client satisfaction, loyalty and retention and to continually meet their expectations by pro-actively analysing data and information for prevention and solution of issues.


Responsibilities:

  • Responsible for improving the client experience, creating engaged clients and facilitating organic growth.
  • Take ownership of clients and business issues, investigate and follow through to resolution.
  • Provide help and advice to clients on utilising the organisation's products or services.
  • Facilitate client complaints or any major incidents with feedback through personal contact, electronically or telephonically.
  • Maintaining a strong relationship with the client through query resolution and proactive identification of potential issues.
  • Keeping accurate records of discussions or correspondence with clients.
  • Analysing statistics or other data to determine the level of client service our organisation is providing.
  • Compiling weekly/monthly reports in line with KPI's and SLA client & internal reporting.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Maintain an orderly workflow according to priorities.
  • Developing feedback or complaints procedures for clients to use.
  • Meeting with other managers and interact with Operations Team to discuss possible improvements to service provided.
  • Accountable for staff recruitment and performance management.
  • Responsible for staff learning and development to ensure a high standard of client service.
  • Managing and leading a team of client service staff.
  • Learning about the organisation's products or services and keeping up to date with changes.
  • Organising, planning, controlling and managing stock takes and reconciling count to system balances.
  • Good understanding of the managing of pallet pooling accounts.

Key accountabilities:

  • Promote company and services through effective interaction and reporting.
  • Manage, lead, and develop employees within their team;
  • Evaluate training needs of operational team and client and arrange training accordingly.
  • Enforce process compliance within the environment of the contract.
  • Communicate and report in line with agreed SLA & KPI's

Qualifications and experience:
Valid Driver's license
Degree or Diploma in Business Administration, Finance or Accounting
Degree or Diploma in SC Management advantageous
3-5 years management experience in any Services environment; retail or manufacturing industry is desirable.
Relevant experience as a people manager (for example managing managers or directing the activities of front-line personnel)
Experience in the Retail and/or Supply Chain environment required
Any analytical background will be an added advantage.

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