Customer Service Manager
2 days ago
**The Company**: Kushesh Express
**Role Name**: Customer Service Manager
**Reporting line**:Operations Director
**Location**: Johannesburg, Gauteng
**Working hours**: Monday - Friday, 8:00am - 17:00pm
**Role summary**:
A Customer Service Manager is responsible for the Customer Service Department as well as overseeing all activities to improve customer satisfaction, customer service efficiency and overall customer retention rate. It is essential that they have excellent management and communication skills.
**Daily Responsibilities**:
**Customer Service**:
- Follow up and monitor until the delivery discrepancies are addressed in the Customer Service team.
- Communicate customer requirements or feedback to relevant team members.
- Advising customers of service and general information regarding operational procedures.
- Ability to understand and offer quotes to new customers
- Booking and following up of shipment request notices (Imports and Exports).
- Courtesy calls to customers - late freight and/or customer needs (CS department).
- Ensure SLA's are met in line with customer requirements
- Handle escalated queries from Admin Clerks re missing POD data and paperwork from agents and Service Providers.
- Accurate and timeous completion and submission of pre-alerts and documentation for the specific client.
**Administration**:
- Managing collection paperwork requests and fulfilment of collections
- Conducting supplier recons (costings) and ensuring all necessary paperwork is in order for all consignments
- Accurate and complete SLA reporting to management (no missing information)
- Ensure SLA reports for all accounts are submitted before the 7th working day of each month
- Ensuring clients are aware of all required paperwork (International clients)
- Follow up on outstanding documentation and ensure documentation is accurately completed
- Complete and promptly submit incident reports to management
**Tracking**:
- Effective tracking in line with the customers SLA or internal SLA.
- Effective tracking of deliveries
**General**:
- Demonstrating Teamwork & Supporting colleagues
- Maintaining a clean office environment
- Effective usage of Company resources (no wastage)
- Contribution to business efficiency and cost reduction - continuous improvement
- Achieve excellent customer feedback rating
- Oversee and manage the Customer Service Team by working with Customer Service Agents in order to improve customer satisfaction and customer service efficiency.
- Driving efficiency across all aspects of the customer service function, including cross skilling, agent development, and continued improvement in the use of technology.
- Continually create, test, analyze and optimize customer service strategies in order to drive KPI performance.
- Develop and manage the Customer Service training manual in order to effectively onboard and upskill Customer Service Agents.
- Oversee and manage the reporting of all Customer Service-related retention functions.
- Define and constantly review key Customer Service KPIs related to availability, efficiency and quality.
- Manage the Customer Service team against the achievement and ongoing improvement against these KPIs.
**Requirements**:
- Matric (essential) or A-level education or international equivalent
- Courier experience
- Must adhere to Quality Management Standards
- Fluent in written and spoken English (advanced level)
- Team leadership - manage at least 25 staff members in a logistics environment
- Organisational skills and attention to detail
- Emotional intelligence.
- Negotiation skills
- Customer orientation
- Analytical Skills
Thank you,
The HR team
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