Customer Service Manager

7 days ago

Midrand, South Africa Fidelity Services Group Full time

**Overall Purpose of the Job**: To effectively manage the Client Services Department in terms of Client Liaison, Client Communications, Client Retention and administration. Dealing with client complaints/queries and management of staff.

**Minimum Qualifications and Experience**:

- Tertiary qualification an advantage
- Relevant experience, and proven track record, in Contact Centre and/or training environment with specific focus on Client Retention and Communication, not less than 5 years
- Computer literacy (MS office suite)
- Code 08 Drivers Licence

**Main Duties**:

- Manage the Customer Service Level of Incoming calls
- Manage call back times and abandonment rate
- To analyze perception survey results and implement action plans in accordance with depts
- Ensure compliance monthly to all SOP procedures
- Compile the summary of all daily, weekly and monthly reports
- Attend meetings when required and present reporting when needed in meetings
- Ensure all internal and external reporting requirements are met (Head Office and Local) monthly
- Receive and investigate client complaints
- Ensure that all staff are trained to required standards
- Ensure that supervisors enforce strict discipline
- Ensure a Culture of Accountability within the Supervisor Team and their teams
- Ensure a Culture of continuous improvement within the Supervisor Team and their teams
- Ensure that Supervisors enforce Customer Excellence
- Ensure the Supervisors drives a culture of going the extra mile for all Customers Internal and external
- Do merit assessment for staff doing exceptional work, getting compliments and going above and beyond
- Ensure full staff compliment
- Manage Absenteeism rate
- Manage vacancy rate
- Manage staff turnover rate
- Manage Client Attrition and Achieving company OI
- Build a culture of communicating with Respect
- Achieve Business Rate Reduction budget for Inland
- Achieve Business Save Efficiency and Save Effectiveness
- Work with other leadership Nationally to implement best practice at all times
- Monitoring /Coaching/Assisting staff

**Behavioural Competencies**:

- Ethical Practice
- Leadership & Navigation
- Business Acumen
- Relationship Management
- Consultation
- Critical Evaluation
- Expert presentation skills
- Administrative
- Advanced communication
- Decision making
- Professionalism
- Project management
- Driven
- Change management
- Passion
- Interpersonal / Computer literate
- Numerate

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._

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