Senior Manager

7 days ago

Stellenbosch, South Africa Marsh Full time

Manages a large customer service unit by coordinating their workload, ensuring proper staffing, conducting performance evaluations, approving compensation and monitoring development.

Develops strategy and priorities for the customer service team, and then develops and implements policies and procedures.

Provides oversight on all complex problem resolution.

Oversees the training of customer service staff on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.

Oversees staff that conducts extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems.

Manages continuous improvements of customer service capabilities, procedures, and processes by identifying short-comings, gaps, and inefficiencies.

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