Head of Customer Service

2 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?- Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realise their dreams.- Position overview- Sanlam Rewards & Loyalty is seeking a passionate and customer-centric leader to head our Customer Service function for our exciting Coalition Rewards program. You will be responsible for building and leading a high-performing team dedicated to providing exceptional support to program members, ensuring their satisfaction, and fostering brand loyalty. This role demands strong communication skills, empathy, and a deep understanding of loyalty programs and member needs. If you thrive in a dynamic environment and possess a commitment to exceeding customer expectations, we encourage you to apply.**What will you do?**
- **Build and lead a high-performing customer service team**:Recruit, train, and motivate a team of customer service representatives, fostering a culture of excellence and continuous improvement.
- **Develop and implement comprehensive customer service policies and procedures**:Establish clear guidelines and processes for handling member inquiries, complaints, and escalations, ensuring consistent and efficient service delivery.
- **Track and analyse customer service metrics**: Monitor key performance indicators (KPIs) such as first contact resolution rate, average handling time, and customer satisfaction score. Leverage data to identify areas for improvement and optimise service effectiveness.
- **Resolve member inquiries and complaints promptly and effectively**: Listen actively to understand member concerns, provide accurate and empathetic responses, and strive to exceed expectations in resolving issues.
- **Empower customer service representatives to make decisions**: Equip your team with the knowledge and authority to handle a wide range of member needs, minimising escalations and promoting faster resolution.
- **Proactively identify and address member pain points**: Gather feedback from various sources (surveys, social media, etc.) to understand member challenges and proactively address them through improved service processes, training, or program adjustments.
- **Collaborate with other departments**: Work closely with marketing, program management, and technology teams to ensure consistent messaging, resolve product-related issues, and improve the overall member experience.
- **Stay abreast of industry trends and best practices**: Continuously monitor the customer service landscape, identifying emerging trends and innovative strategies to enhance member support and satisfaction.
- **Champion a culture of continuous improvement**:Encourage feedback from both team members and customers, actively seeking opportunities to refine processes, optimise training, and enhance the overall service experience.
- **Team**:

- Manage Delivery Management activities at the Delivery and program level.
- Drive/ Lead the planning of internal activities.
- Mentor and coach junior members of the team.

**What will make you successful in this role?**
- Excellent communication skills, both written and verbal.
- Comfortable with ambiguity in a fluid organisation.
- A natural skill to engage with people at a deep level whether observing or interviewing customers or working with fellow team members and clients.
- A high level of attention to detail with excellent organisational skills.
- Passionate and enthusiastic about excellence and attention to detail.
- A self-starter who identifies opportunities and potential problems — addressing them effectively and efficiently.
- A visual and verbal storyteller, delivering insights about people and behaviour in a way that generates empathy, emotion, and engagement from the client and CX teams.

**Qualification and Experience**
- Appropriate degree/diploma.- Knowledge and Skills- Strong understanding of customer service principles and best practices.
- Demonstrated experience in leading and motivating a team in a fast-paced environment.
- Excellent communication and interpersonal skills, with the ability to build rapport and de-escalate situations.
- Problem-solving and analytical skills to identify root causes of member issues and implement solutions.
- Proficiency in customer service software and technology platforms.
- Adaptability and resilience to handle unpredictable situations and changing priorities.
- How you will think- You are high agency: Looki

  • Head of Customer

    1 month ago

    Bellville, South Africa JOBJACK Full time

    JOBJACK is seeking a passionate and customer-focused individual to join our team as the Head of Customer. As the Head of Customer, you will play a crucial role in leading the customer service and success teams into converting JOBJACK’s client champions and end users into advocates for JOBJACK, resulting in revenue growth and retention. You will join the...

  • Head: Forensic Services

    4 weeks ago

    Bellville, South Africa Sanlam Full time

    Who are we? Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of three clusters - Sanlam Corporate, Sanlam Retail Mass and Sanlam Retail Affluent. The Sanlam Life and Savings Office provides...

  • Customer Services Agents

    1 week ago

    Bellville, South Africa Call Centre Staffing Full time

    Western Cape, Bellville - R 4 300 Monthly (Market related) - Do you need a fresh start in the call centre industry? A well-known service network provider is looking for customer service agents to start working ASAP. - Requirements Matric - Fluent in Zulu or Sotho as a home language. - Hospitality and retail experience is an advantage - Able to type 30 WPM -...

  • Customer Service Advisor

    1 month ago

    Bellville, South Africa Kinesis (Call centre staffing) Full time

    **Requirements** Must have grade 12 No call centre experience required. Excell and word knowledge. Must be credit and criminal clear. Willing to learn. Must be willing to work shifts. Must be able to speak Sesotho fluent. **Salary**: R4,000.00 per month Ability to commute/relocate: - Bellville, Western Cape: Reliably commute or planning to relocate...

  • Senior Customer Service Consultant

    4 weeks ago

    Bellville, South Africa Call Centre Staffing Full time

    Leading cellular network service provider is looking for Customer Services Agents to provide support to their prepaid and post paid customers **Requirements**: at least 3 years call centre customer services experience of which at least 1 year must be within a BPO Willing to work 24/ 7 Shifts including weekends and public holidays Must have Matric, and be...

  • Customer Service Consultant

    4 weeks ago

    Bellville, South Africa Job Crystal Full time

    -South Africa, Western Cape *** - R9000 - R9000 Per Month **Area**: South Africa, Western Cape **Sector**: Call Centre Posted: 16 January 2024 **Job Details**: A dynamic, vibrant and growing cosmetics business is looking for passionate a Customer Service Consultant to receive or retrieve a ticket / query on the Odoo system daily or via the Teams Sales...

  • Head of Sales

    4 weeks ago

    Bellville, South Africa JOBJACK Full time

    JOBJACK is looking for a highly motivated and experienced Head of Sales with a proven track record in B2B SaaS sales to lead our sales efforts and team, and drive revenue growth. As the Head of Sales, you will play a pivotal role in establishing and expanding our market presence, developing strategic partnerships, and building a high-performing sales team...

  • Customer Services Agent

    4 weeks ago

    Bellville, South Africa Call Centre Staffing Full time

    **Requirements**: Experience dealing with customers Matric Credit & Criminal clear **Must be willing to work as a flexi for at least 5 hours per day.** **MUST NEVER HAVE WORKED IN A CALL CENTRE BEFORE** **Job Type**: Part-time **Salary**: R4,300.00 per month Application Question(s): - Are you able to work in Bellville and Century City? - Are you able...

  • 6 Month Contract

    1 month ago

    Bellville, South Africa Isilumko Staffing Full time

    One of is in need of a Customer service Call centre Agent (Outbound) to join them in Bellville on a 6 month contract. Pharmaceutical products wholesaler. Looking for an energetic, target call centre agent who is a hunter Offers a great customer service to clients Taking order from customers and upselling Must have a clear criminal record Top performer -...

  • Head of Marketing

    4 weeks ago

    Bellville, South Africa JOBJACK Full time

    This is a summary of the Head of Marketing duties to be performed as organized by the following key responsibility areas. **1. Strategic Marketing Leadership**: - Develop and execute a comprehensive marketing strategy aligned with business goals to drive brand awareness, customer acquisition, and revenue growth. - Lead the development of marketing plans,...

  • Head: Academic Planning

    4 weeks ago

    Bellville, South Africa Cape Peninsula University of Technology Full time

    Faculty- Department- Cape Peninsula University of Technology -> Institutional Planning- Campus/ Location- Bellville Campus - Bellville, Cape Town, WC ZA (Primary)- Job Type- Permanent- Occupational Function- Support / Admin- Number of Positions- 1- Annual Salary Package (incl. Medical Aid rate based on principal member only)- To be confirmed- Advert Closing...

  • Head: IT Strategy and Enterprise Architecture

    6 days ago

    Bellville, South Africa Sanlam Full time

    **JOB OVERVIEW** **This Head: IT Strategy & Enterprise Architecture** execution role is seen as one of the CIO's trusted partners in leading IT to become a business-oriented organization. The position reports to the CIO and serves as the second in command of the BITS organization, responsible for managing the office of the CIO (OCIO), providing leadership...

  • Coordinator: Campus Protection Services

    4 weeks ago

    Bellville, South Africa University of the Western Cape Full time

    The University of the Western Cape (UWC) is a vibrant, diverse and dynamic university, rooted in the African continent with an increasing global reach. UWC actively responds in critical and creative ways to the development needs of the country, within an ever-changing and challenging global context. Campus Protection Services (CPS) seeks a suitably...

  • Head: Digital, Data and Bi

    6 days ago

    Bellville, South Africa Sanlam Full time

    **Job Overview - The job purpose of a Head of Digital, Data and Business Intelligence is to strategically lead and oversee the organization's digital transformation initiatives. This involves harnessing data-driven insights, implementing advanced analytics, and optimizing business processes to enhance efficiency.- The role encompasses shaping a cohesive...

  • Logistics Co-ordinator

    1 week ago

    Bellville, South Africa Stodels Nurseries (Pty) Ltd Full time

    RESPONSIBILITIES: - Management and maintenance of Stoweb Vehicles - Maintenance of Stoweb facilities and equipment - Responsible for the co-ordinating and timeous completion of all branch transport requirements (customer - deliveries, consultants on call service, inter branch transfers, dump runs, trolley repairs) - Ensure Head Office basket runs are...

  • Head : Sanlam Life Regulatory Actuarial Reporting

    4 weeks ago

    Bellville, South Africa Sanlam Full time

    Who are we? The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle - and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive...

  • Client Services Administrator

    4 weeks ago

    Bellville, South Africa Helderberg Personnel Full time

    A rapidly growing and dynamic company in Bellville requires the services of a Client Services Administrator who will provide client support services in an accurate and timely fashion to their external and internal clients and to maintain a high level of professionalism and competence in every client interaction. administrator|client services|customer...

  • Automotive Service Advisor

    1 month ago

    Bellville, South Africa Ikon Consulting Full time

    **Salary** Basic salary is market related + incentives + company contributions to medical aid and provident fund. **Description** Your main function is to provide excellent customer service consistently to service clients at a very busy franchise dealership. This dealership is part of a large automotive group and a great brand to work...

  • Service Advisor/workshop Manager

    4 weeks ago

    Bellville, South Africa CARtime SA Full time

    Our workshop Bellville, Western Cape is looking for a Service Manager, MUST have a valid driver's license. Applicant who has previously worked for an aftermarket service center such as BOSCH, e-Car, Car Service City, CARtime, Car Care Clinic etc. will be given preference. **Requirements**: - Customer service skills - Communication skills - Comprehension...

  • Service Consultant

    4 weeks ago

    Bellville, South Africa Santam Full time

    Job Description This job is focused on supporting the Broker On-Call Manager as well as a Relationship Managers in Broker On-Call Western Cape, Tygervalley. The role is for someone that would provide administration assistance and support to the Relationship Managers as support in running their portfolios. Principal Accountabilities The purpose of this...