Client Services Manager

3 weeks ago

Kempton Park, 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 long-standing 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 cross-skilling 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)

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