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Associate Director of Customer Service

2 weeks ago

Somerset West, South Africa Helderberg Personnel Full time

My client, a leading international specialist provider of international personal financial solutions is seeking to employ an Associate Director of Customer Service.
- administration manager|customer service manager

**Key Responsibilities**:

- Ensure that the customer service team works in collaboration with all other business
- functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
- Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers.
- Build and manage a team of customer service specialists.
- Encourage problem-solving, strategic thinking and customer-orientation amongst the team.
- Liaise with directors or heads of other teams such as sales, marketing, finance and IT to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
- Advocate for changes in ways of working for the improvement of overall customer
- Experience.
- Identify transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
- Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process.
- Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels.

**Qualifications**:

- Minimum Degree level
- Relevant professional qualifications
- Knowledge of financial, pension and trust markets
- True passion for customer service, consistent improvement, and teamwork.
- Experience working with multiple departments across an organisation e.g. business development, compliance, etc.
- Display strong leadership, team building, project-management, and delegation skills.
- Able to hire, develop, train, and build a high-performing customer experience team, supported by robust processes and working practices that efficiently aligns with the company’s customer experience strategy.

**Must have demonstrable experience**:

- In successfully managing and leading a professional services team.
- In successfully building and scaling a professional services team with accountability for strategic goals.
- With customer issues, responsible for ensuring positive, mutually beneficial interactions between clients (members and advisers) and the internal team.