Customer Service Centre Manager

3 weeks ago

Centurion, South Africa Acrobranch Adventure Park Full time

Acrobranch Adventure Park, market leader in Tree-top Adventures in SA, is looking for a young, dynamic and driven Customer Service Centre Manager.

**CUSTOMER SUPPORT (Verbal and Nonverbal)**
- _Enquiries:_

Proper and accurate information to be provided to clients & requirements identified and met. Effective dealing with customer concerns/complaints & resolving all matters efficiently.
- _Refunds:_

Customer Refunds to be reimbursed within our Terms & Conditions & weekly refund report send to Finance Department for processing and record keeping.
- _Vouchers_**:
Ensuring clients are informed of the vouchers instead of refunds & approved accordingly based on Terms & Conditions. Responsible for activating & testing vouchers & editing the information on design (includes proper record keeping of all vouchers issued).
- _Bookings_**:

- _Business:_

Team Building/School Outing Business: Follow up and securing bookings. Ensure invoicing is correct/accurate and balance on systems.
- _Salespeople:_

Lead revenue (separate from the Bookings office leads) monitor and inform HR on commissions payable.

**ADMIN SUPPORT**
- _Payments and deposits_**:
Follow up and ensure payments and deposits are received prior to the booking dates. This also includes follow up on outstanding payments & daily deposit checks recorded.
- _Monthly Reporting_**:
Departmental reporting to the CEO and tracking of revenue and booking conversions in the form of a Monthly Report.
- _Monthly Consultant Incentive Reports_**:
This includes an even distribution of lead types. Incentive report compiled and sent to HR before payroll deadline, combining all the revenue & also per consultant received.

**PARK SUPPORT _(TuriTop & iKentoo)_**
- Calendar Updates:_
- Responsible for adding/blocking courses/dates in line with public & school holidays, summer & winter time slots & ensure all time slots display as per the rule. This include ensuring that all calendars are set in advance & tested for accuracy in dates and pricing.
- Services:_
- Adding new parks/services applicable. Ensuring information is sent and communicated on park rules & added to **TuriTop** calendars for park launch.
- Occasional addition and removal of staff to assist when the HR Manager is unavailable to action.
- Adding of new buttons on **iKentoo** for course offerings, merchandise, promotions & updating the parks where applicable. Ensuring % & rand value accuracy when loading the codes in the back-office. Removal of the buttons when campaigns/promos come to an end. This also includes updating a promo list on a regular basis with all specials & promotions active from time to time.

**CONSULTANT SUPPORT**:

- Customer Service Consultants:_
- This includes all staff related matters - time keeping, staff training, assisting with recruitment, instruction & proper communication on campaigns, phone extension management rotation, and salespeople lead incentive submission.
- Managing and distributing **Fresh Desk tickets** fairly amongst the consultants, monitoring conversion rates & daily resolution times.

**MARKETING SUPPORT**
- Close working relationship with the sales and marketing manager for concise information/insight on specials & updating consultants/parks on changes & launch/expiry/validity dates. Voucher/s & bulk voucher issues for campaigns, promo codes loaded & effective communication support provided to all consultants & park managers.
- Departmental Sales and Marketing Efforts.
- Assisting with site visits where needed & arranging video shoots for trade exchanges.
- Ensure all information are monitored and verified for accuracy.

**Own Reliable transport** is a must.

**Qualifications & Experience**:

- Matric
- Relevant tertiary qualification **(Call Centre Management/Office Management)**

The role is based in **The Reeds - **Centurion, at Acrobranch Head Quarters**.

Working hours are typically:
**Mon - Fri**: 08h00 am - 17h00 pm

You will be required to step in at last minutes notice to cover for a customer service consultant that might have an emergency and cannot make it to work over a weekend, all to ensure the smooth running of the customer service center.

**Job Types**: Full-time, Permanent

Pay: R10,000.00 - R12,000.00 per month

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