Manager: Customer Relationship Management

1 week ago

Midrand, South Africa SACAA Full time

**OVERALL PURPOSE OF THE JOB**
- To help develop and implement a customer service strategy, relevant policies and procedures for the organisation.
- To build and maintain healthy and effective relationships with key customers by evaluating customer satisfaction and implementing solutions to improve service delivery.

**CUSTOMER SERVICE STRATEGY, POLICY AND PROCEDURES**
- Facilitate the development of the customer service strategy, policies and procedures
- Implement the customer service plan

**CUSTOMER SERVICE PROCESS MAP**
- Implement and ensure compliance with the CS process map.
- Develop procedures customers can use to communicate with the organisation effectively
- Introduce Service Level Agreements for all customer points within the organisation and ensure compliance to the same
- On-going engagement with internal departments to improve customer service standards

**CUSTOMER SATISFACTION MEASURING TOOL/SYSTEM**
- Procure a Customer Satisfaction tool/system
- Generate on-going reports on the level of customer satisfaction
- Devise strategies for improving customer satisfaction in consultation with relevant stakeholder’s organisation-wide
- Analyse statistics or other data to determine the level of customer service the organisation is providing

**MANAGE CUSTOMER SERVICE STAFF**
- Manage performance through PMS contracting
- Skills development

**MANAGE CLIENT QUERIES**
- Implement the CRM solution to address customer queries/complaints and timeous closure of the same

**Minimum Qualifications**:

- National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or a related NQF 6 qualification.

**Ideal Qualifications**:

- Degree or Post-graduate qualification in Business Studies; Consumer Studies; Management Studies; Marketing or an equivalent qualification.

**Experience**:

- 5-7 years Customer Relationship Management
- 5-7 years Business Management

**Closing Date**:

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