Customer Service Manager: Blc

2 weeks ago

Sandton, South Africa Blue Label Telecoms Full time

**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 cross-functional 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 standards-aligned 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 service-related 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, on-the-job 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**
- Communicates Effectively
- Plans and Aligns
- Customer Focus
- Business Insight
- Interpersonal Savvy
- Collaborates
- Cultivates Innovation
- Balances Stakeholders
- Instills Trust
- Ensures Accountability
- Manages Complexity
- Optimizes Work Processes
- Situational Adaptability

**Education**
- Matric
- Bachelor of Commerce in a related field

**Experience**
- Minimum of 5 years progressive experience within a similar role
- Experience in a Customer Service environment essential

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