Client Service Manager

2 weeks ago

Somerset West, South Africa Helderberg Personnel Full time

client service manager

**Requirements**:

- Minimum qualification Grade 12.
- Relevant tertiary qualification will be advantage.
- Refrigeration knowledge will be advantage.
- Minimum of 5 Years experience in a customer-service environment.
- Minimum of 3 Years’ experience in a supervisory/management role.
- Computer literate (Excel, Microsoft Word, Outlook, Power Point)
- Experience with Sage Evolution will be an advantage.
- Willingness to work standby.
- Fluent in English and additional African language will be an advantage.
- Good interpersonal skills.
- Clear and professional articulation when answering customer calls.
- Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile.
- Positive attitude and ability to work against a deadline, solving problems pro-actively.
- Able to work under pressure.

**Duties will include but not limited to**:

- Responsible for customer after sales services.
- A strategic approach to services by analyzing customer and product data with the goal of stimulating other value (revenue) streams and driving competitive advantage for the business.
- Establish and lead a high-performance team measured by performance KPIs.
- Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
- Administer, finalize, and approve department costs such as overtime, travel and accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts.
- Keep track of Technician performance and recalls on a weekly basis - record reason and implement corrective action.
- Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
- Define a national subcontractor strategy to ensure the business delivers on customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
- Maintain positive relationships with Asset Management Companies.
- Ensure efficient scheduling of call outs with in-house technicians and sub-contractors.
- Monitor call logging and ticketing on the in-house system, ensure efficient and accurate processing and closing off tickets in time for month-end deadlines. Resolve issues jointly with Finance as needed.
- Prepare and sign off customer quotes as needed
- Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
- Manage staff weekend stand-by schedule.
- Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements
- Perform duties cross functionally with other departments and promote inclusiveness.
- Share important market events and insights with Technical so that corrective action is taken on Product.
- Income and Expense management.
- Liaise with senior management and directors on a regular basis on feedback

In return a highly competitive salary is on offer. Please note that this is a supervisory position.

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