Customer Services Manager

2 weeks ago

East Rand, South Africa Unique Personnel Full time

**Job Number**
- 68647

**Job Type**
- Permanent

**Job Title**
- Customer Services Manager

**Computer Skills**
- MS Excel,MS PowerPoint

**Industry**
- Financial Services

**City**
- Ekurhuleni (East Rand)

**Province**
- Gauteng
- To deliver a comprehensive service to enquiring clients ensuring their needs and queries are satisfied and that the organisation responds appropriately to client concerns
- Reporting Relationship Reports to the Chief Operations Officer and forms part of the Relationships Management Team

**Customer Service**
- Establish and maintain 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 organisational 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 organisational remedial action to minimise 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 organisation's practices and policies
- Develop a culture of continuous improvement: monitoring bottlenecks and seeking solutions
- Ensure compliance with at all times
- Ensure any sales staff are registered DC's
- Ensure successful audit by 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
- Ensure all office equipment and administration systems are functioning effectively
- Establish and effective archiving and retrieval system to provide speedy access to case history
- 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 organisational 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
- Manage 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 actualisation, Corporate awareness, Proficient in English & Afrikaans, Time management skills**Inherent Requirements**
- Diploma in Psychology/customer service; Registered Debt Counsellor
- Successful track record in customer service, five years in the industry or related field
- 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

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