Customer Service Manager

2 weeks ago

Hillcrest, KwaZulu-Natal, South Africa Carlysle Human Capital Full time
Job Description

At Carlysle Human Capital, we are seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our organization, you will be responsible for providing exceptional customer service and ensuring that our clients receive the highest level of support.

Key Responsibilities:
  • Client Engagement:
    • Act as the primary point of contact for escalated clients, maintaining open and effective communication.
    • Understand client concerns and address them promptly, ensuring clients feel heard and valued.
  • Project Management:
    • Oversee the resolution of escalated issues from initiation to completion.
    • Coordinate with various departments to ensure all necessary resources are allocated for resolving the clients issues.
    • Delegate tasks to team members and ensure clear instructions and deadlines.
  • Process Development:
    • Develop and implement standard operating procedures (SOPs) for managing client escalations.
    • Set up norms and best practices to streamline the escalation process and improve response times.
    • Continuously review and refine processes to enhance efficiency and effectiveness.
  • Collaboration:
    • Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures.
    • Collaborate with internal stakeholders to ensure a holistic approach to problem-solving.
  • Customer Satisfaction:
    • Monitor client satisfaction levels and work proactively to improve them.
    • Gather feedback from clients to identify areas for improvement and ensure their concerns are addressed.
    • Follow up with clients post-resolution to ensure they are satisfied with the outcome.
  • Client Onboarding:
    • Check in on the onboarding process for new clients to ensure a smooth transition and setup.
  • Customer Feedback Analysis:
    • Collect and analyze feedback from clients to identify common issues and areas for improvement.
    • Develop action plans based on feedback to enhance product features and service quality.
  • Retention Strategies:
    • Develop and implement strategies to improve client retention and reduce churn.
    • Identify at-risk clients and proactively engage with them to address their concerns.
  • Account Management:
    • Maintain regular communication with key accounts to understand their evolving needs.
    • Offer tailored solutions and upsell opportunities that align with client goals.
  • Service Improvement:
    • Collaborate with the product and development teams to address recurring issues and improve service delivery.
    • Participate in product development discussions to ensure client needs are considered.
  • Reporting and Documentation:
    • Create detailed reports on escalation cases, resolution timelines, and outcomes.
    • Document best practices and create knowledge base articles to support the broader team.
  • Training and Development:
    • Provide ongoing training and development for the Customer Services team on handling escalations and client interactions.
    • Stay updated with industry trends and best practices to continuously improve client service processes.
  • Client Advocacy:
    • Act as an advocate for clients within the company, ensuring their needs and concerns are heard and addressed.
    • Represent the client perspective in internal meetings and strategic planning sessions.
Requirements:
  • Experience:
    • Previous experience in customer service, account management, or a related field.
    • Experience in handling escalated customer issues and managing client relationships.
    • Experience in developing and implementing processes and SOPs.
  • Education:
    • A bachelor's degree in Business Administration, Management, or a related field - advantageous.

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