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Client Services Director

2 weeks ago

Pretoria, Gauteng, South Africa Kontak Recruitment Full time
Company Overview
Pretoria, South Africa
A consumer financial solutions provider is seeking a Client Services Manager to drive customer satisfaction, communication excellence, and team performance.

Job Description
As a natural leader with a passion for delivering exceptional customer service, you will be responsible for shaping and executing the customer experience strategy, ensuring every interaction meets the highest company standards.

The ideal candidate will have 5-8 years of experience in client services, with at least 3-5 years in a managerial role within financial services, debt management, subscription, or retail industries. They should have proven ability to train, mentor, and develop teams, ensuring high performance and customer satisfaction.

The responsibilities include:
- Implementing and overseeing client service (CS) projects, CRM updates, and process enhancements;
- Leading and developing a team of 15 client service representatives, ensuring they uphold professional communication standards;
- Establishing best practices by analyzing customer data and designing effective training strategies;
- Monitoring customer interactions to enhance customer experience, identify training needs, and ensure service excellence;
- Ensuring team members understand and adhere to financial, debt management, and subscription service protocols;
- Acting as the final escalation point for customer concerns, providing strategic solutions;
- Building relationships with internal teams and external customers to drive service excellence.

Required Skills and Qualifications
The minimum requirements for this position are:
- 5-8 years of experience in client services;
- At least 3-5 years in a managerial role within financial services, debt management, subscription, or retail industries;
- Proven ability to train, mentor, and develop teams;
- Experience in customer experience (CX) training and project management;
- Ability to assess customer behaviour trends, customer analytics, and implement data-driven solutions;
- Familiarity with CRM systems and managing customer interactions through multiple communication portals.