Customer Service Centre Manager

3 weeks ago

Centurion, South Africa Hire Power Full time

**MORE ABOUT THE CSC MANAGER ROLE**:
**Reporting to the Service Director, the responsibility of the Client Service Centre Manager (CSC Manager) is to manage the day-to-day repair operations and be responsible for the business development of the repair centre in South Africa. To ensure that the repair centre run profitably whilst at the same time, providing a best-in-class customer experience.**

**This leader is responsible for their team’s performance and training development; and will work very closely with sales and marketing to support events and initiatives. The role is customer-facing and spans end-to-end accountability of the Technology/Electronics and Consumables repair facility’s successful operation.**

**QUALIFICATIONS**:
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- **Relevant management/ Project management qualification or related industry experience essential in consumer electronics.**
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- **Project management experience is essential.**
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- **Fluency in English - written and verbal, French and Portuguese advantages.**
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- **SA Citizen and a clean criminal history.**
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- **Valid, unendorsed driver’s license.**
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- **Advanced level of MS Office programme usage**
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**EXPERIENCE**:
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- **Matric is essential.**
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- **Technical background in Technology/Electronics & Consumables repairs preferred.**
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- **Experience of minimum of 5 years in service centre management.**
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- **Proven Project Management experience.**
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- **Good record of accomplishment of dealing with end customers.**
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- **Ability to work under pressure.**
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- **Solid Service Operations Management experience**
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- **Partner Management experience**
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- **Helpdesk management skills and experience.**
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- **Knowledge of market sector and line of business.**
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- **People management skills and experience.**
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- **Experience in building senior partner and client relationships.**
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**KEY ROLES AND RESPONSIBILITIES**:
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- **Provide the best possible service to customer inquiries, service requests, suggestions, and customer complaints.**
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- **Provide productivity improvements through operational excellence.**
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- **Develop and manage the team to deliver operational service results.**
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- **Monitor and develop the repair process, and provide required training, support, and direction for staff to meet agreed service objectives.**
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- **Develop and implement the national service policy to ensure the operation meets financial and functional targets.**
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- **Provide regular reports on performance against targets to the Service Director.**
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- **Manage external contractors, ensuring KPI's are met including delivery times and quality of service.**
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- **Set an Ethical tone at the top and deploy the highest principles, including comprehensive ethics and risk management processes.**
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- **Exhibit leadership behaviour that values employees and drives a positive and inclusive workforce.**
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- **Define and execute action plans and initiatives to support local and regional service strategies.**
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- **Lead and manage the help desk and T/E & C service teams in the delivery of objectives to achieve key performance metrics, optimise customer and partner satisfaction, business goals, and performance targets.**
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- **Fulfill the agreed service levels to ensure that operational excellence targets are met or exceeded.**
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- **Ensures logistics process flows are set up in a cost-effective manner and meet agreed customer's SLA both in SA and related countries.**
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- **Analyse and measure the effectiveness of existing helpdesk processes and develop sustainable, repeatable, and quantifiable process improvements.**
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- **Monitor resource requirements for received call volume, quality, and efficiency of Helpdesk operations.**
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- **Collaborates with training resources to provide training on improved processes and new products.**
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- **Drive customer satisfaction by advising customers on preventative maintenance that may favourably impact performance.**
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- **Ensure customer satisfaction targets are always met. Management of customer complaints handling.**
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- **Act as an interface between the company and its service partners (ensure operational excellence in partner service delivery, monitor performance initiatives execution in a cost-effective environment; challenge service partners to achieve agreed service levels to ensure that operational excellence targets are met or exceeded; validation of authorised service partners’ entitlements and ensuring service partner costs are in line with expectations; conduct regular reviews on product performance, materials, and performance management to ensure the delivery of quality service in T/E & C; and manage the requisition process of service partner contracts to ensure compliance with the standard processes).**
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- **Support the B2C Sales, Marketing, and Operation Managers with decision-making, performan

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