Customer Service Director

1 day ago

Johannesburg, Gauteng, South Africa Capital Recruit Full time

{"h1": "Customer Care Manager Job Description", "p": "At Capital Recruit, we are seeking a highly skilled Customer Care Manager to lead our customer service team. The successful candidate will be responsible for developing and implementing customer service policies and procedures, overseeing the resolution of customer issues, and working closely with other departments to ensure seamless service delivery.", "ul": [{"li": "Develop and implement customer service policies and procedures to ensure a consistent and high-quality customer experience."}, {"li": "Set and monitor customer service performance metrics and targets."}, {"li": "Oversee the resolution of customer complaints and issues in a timely and effective manner."}, {"li": "Escalate complex customer issues to senior management when necessary."}, {"li": "Work closely with other departments to ensure a cohesive approach to customer service and to resolve cross-functional issues."}, {"li": "Analyze customer service metrics and customer feedback to identify trends and areas for improvement."}, {"li": "Prepare and present reports on customer service performance to senior management."}, {"li": "Develop initiatives to enhance customer engagement and loyalty."}, {"li": "Implement and manage customer satisfaction surveys and other feedback mechanisms."}, {"li": "Develop and deliver training programs for the customer care team to ensure they have the necessary skills and knowledge to provide excellent customer service."}], "h2": "Qualifications", "ul": [{"li": "Bachelor's degree in Business Administration, Management, or a related field."}, {"li": "Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or supervisory role."}], "h2": "Skills", "ul": [{"li": "Strong leadership and team management skills."}, {"li": "Excellent communication and interpersonal skills."}, {"li": "Ability to handle and resolve conflicts effectively."}, {"li": "Analytical skills to assess performance metrics and customer feedback."}, {"li": "Proficiency in customer service software and tools."}, {"li": "Ability to work collaboratively across departments."}], "h2": "Personal Attributes", "ul": [{"li": "Customer-focused mindset with a passion for delivering exceptional service."}, {"li": "Strong problem-solving abilities and attention to detail."}, {"li": "Ability to work under pressure and manage multiple priorities."}, {"li": "Proactive and self-motivated with a positive attitude."}], "h2": "Working Conditions", "ul": [{"li": "Full-time position based in Johannesburg (relocation clause)."}, {"li": "May require occasional travel for training or meetings."}]

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