Customer Care Manager

4 days ago

Pretoria, South Africa H2R Africa Full time

**Responsibilities**:

- Oversee and report on the general operations and functions of the client relationship and key account management team.
- Ensure that the team operates cohesively within the department.
- Be accountable for high retention levels and building meaningful relationships with key stakeholders.
- Execute the aggressive organic growth targets with the team.
- Manage the team which includes, Key Account Managers and onsite Customer Service Consultants, to ensure execution of the client relations strategy.
- Institute strict financial controls and timelines with regards to budgeted expenses.
- Set up department objectives and performance contracts with the team.
- Ensure that the SLA with clients is continuously met and exceeded.
- Provide the team with a stimulating and supportive environment.
- Drive a high-performance culture and take corrective action when necessary.
- Identify training needs and skills gaps within the team.
- Build and maintain new and existing relationships with key stakeholders, such as, company executives, trade unions and brokers.
- Prepare monthly and quarterly management and client reports.
- Ensure execution of PR and wellness strategy in collaboration with the marketing department.
- Manage the department budget.
- Collaboration with marketing; managed care; implementation and sales divisions to achieve organisational goals.
- Planning and allocation of resources for year-end revision processes.

**Knowledge Skills and Attributes**:

- Flexibility and willingness to travel (even at short notice)
- Excellent communication
- Ability to have a hands-on approach
- Ability to motivate others
- Negotiation skills
- Excellent customer service skills
- Excellent stakeholder management skills
- Problem-solving skills
- Attention to detail skills
- Sound decision making capabilities
- Proper feedback skills
- Ability to foster teamwork
- Conflict resolution

**Minimum Qualifications**:

- Relevant Tertiary Qualification
- 10 years experience in the medical sales industry, with 3 years in a management position
- Multilingual including a few African languages
- Valid drivers license and own car

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