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Senior Service Delivery Specialist

2 weeks ago

Durban, KwaZulu-Natal, South Africa Saflin Consulting (Pty) ltd Full time

Saflin Consulting (Pty) ltd is a leading provider of consulting services, and we are seeking a highly skilled Senior Service Delivery Specialist to join our team. In this role, you will be responsible for overseeing and enhancing the customer service experience across all branches of our car rental operations throughout South Africa.

Your primary objective will be to ensure the highest level of customer satisfaction, resolve escalated issues efficiently, and implement strategies to foster customer loyalty and retention on a national scale. As the key representative for our customer care team, you will be responsible for developing and implementing customer service policies and procedures across all branches.

We are looking for a leader with a strong background in customer service management, preferably within the automotive or rental industry. A strong leadership style, excellent communication skills, and analytical mindset are essential for this position. You will be responsible for managing a team of customer care professionals, providing guidance, support, and mentorship to ensure seamless service delivery across all touchpoints.

In this role, you will also serve as the ultimate escalation point for complex customer issues and complaints, ensuring swift and satisfactory resolution. Your ability to analyze trends in customer feedback, identify systemic issues, and drive proactive solutions will be crucial in enhancing the overall customer experience.