Client Services Manager

2 weeks ago


Johannesburg, South Africa Unique Personnel Full time

**Job Number**
- 63936

**Job Type**
- Permanent

**Job Title**
- Client Services Manager

**Computer Skills**

**Industry**
- Retail - Wholesale

**City**
- Johannesburg South

**Province**
- Gauteng
- CLIENT SERVICE / CALL CENTRE/ CRM MANAGER
- Purpose: To provide quality and efficient customer service to customers and in-field consultants through the daily
- management of a team customer service consultant, which includes motivating, recognizing, and rewarding, coaching,
- counselling, training, and problem solving.
- The Client Services Manager is also responsible for providing front-line, first level supervision and leadership to
- customer service consultants and implementing and optimising the process flows across the business to enable
- efficient and effective customer service and query resolution and will play a key role in leading our Contact Centre
- operations and processes behind our Digital Sales Enablement Strategy, managing all touch points involved. Leading
- a team and driving successful collaboration with our third-party partners, you will ensure that our field consultants and
- customers receive the very best levels of service.
- Responsible for analysing and interpreting business processes and problems and works with design and
- implementation to design and implement solutions. The role ensures successful delivery of proposed solutions
- through the development of specifications and the analysis of system configuration models. The key role objective
- is to provide analytical and strategic skills to make business recommendations to the Senior leadership team. As a
- trusted advisor to business partners, this person is responsible and accountable for accurate and timely reporting
- and analytics.
- Essential Functions:

- Provide daily direction and communication to employees so that customer service calls are answered in a timely,
- efficient, and knowledgeable manner.
- Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area
- operations, efficiency, and service to both internal and external customers.
- Provide statistical and performance feedback and coaching on a regular basis to each team member.
- Act as a point of escalation to deal with Contact Centre issues that come up. Typical situations could be speaking
- with one of company customers and/or one of company customer's end customer.
- Is available for employees who experience performance problems, providing appropriate coaching, counselling,
- rection, and resolution.
- Ensure employees have appropriate training and other resources to perform their jobs.
- Respond to and resolve employee relations issues expressed by team members.
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest
- level.
- Assist the Head of Marketing with daily operation of the contact centre to include the development, analyses and
- implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs.
- Work as a member/leader of special or ongoing projects that are important to area/process improvement.
- Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently
- and effectively.
- Produce and present quality assurance reporting and metrics for review by senior leadership.
- Evaluate, test and implement new systems for company contact centre operations ensuring system changes
- are defined and improved, coordinate all applicable programs by providing clear direction and updates, seizing
- opportunities and adapting to the evolving needs and priorities of our customers.
- Managing customer distribution and capacity planning across the team to ensure the best possible experience
- for our customers.
- Knowledge/Skills/Abilities:

- Required:

- Bachelor's Degree in business or related field, IT BA or equivalent diploma, IIBA/ BABOK /CBAP Qualification
- A Dimensional /Data Modelling course highly advantageous
- Proven experience of IT business analysis and business process redesign gained in Strategy/Business analysis
- or similar role
- Comparable experience in similar roles (in addition to the below) will be considered in lieu of degree.
- 2-3 years of customer service leadership experience within the last 5 years.
- Experience with CRM software such as Salesforce
- Experience with call centre systems such as Five9, ServiceNow, Remedy, NICE, or similar Minimum of 5 years ERP Business Analysis experience
- Knowledge of Transactional systems
- Experience working with the interface of information technology with functional groups within an
- organization
- Experience working with ERP systems; e.g. Syspro, Sage, SAP, Microsoft Dynamics
- Proficient in one or more BI visualisation tools
- Experience in call centre quality assurance.
- Intermediate to advanced MS Excel, Work and PowerPoint Skills.
- Strong communication, leadership, and coaching/training abilities



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