Client Service Manager

14 hours ago

Durban KwaZuluNatal, South Africa Excellerate services Full time R360 000 - R540 000 per year

Key Performance Areas

Activities

Operations Management

· Monitor service desk and workforce management performance to ensure timely and effective resolution of client's complaints and within stipulated turnaround time.

· Oversee unresolved client complaints and escalate those requiring managerial intervention as needed.

· Analyze service desk metrics to identify performance gaps and implement improvements to enhance efficiency and service quality.

Service Desk Oversight

· Material requests, Machinery repairs, subcontractor engagements, and goods issues.

· Monitor and enforce service turnaround times to maintain high levels of client satisfaction.

· Implement and continuously improve processes to enhance service efficiency and issue resolution.

Workforce Management

· Audit workforce planning, scheduling, attendance, management to ensure optimal staffing levels.

· Oversee compliance with training, certification, and industry requirements (PSIRA, firearm competency, firefighting, first aid, etc.).

· Audit workforce shortages or payroll-related issues proactively.

Process Improvement & Compliance

· Ensure full compliance with company policies, client SLAs, and relevant industry standards.

· Identify operational risks and implement corrective or preventive measures promptly.

· Drive automation and technology-enabled process enhancements to streamline operations.

Staff Management

· Manage the performance of the team by agreeing performance expectations, building relationships with staff, coaching staff, providing staff with feedback, and addressing areas of non-performance and implementing corrective action monthly and as required

· Develop staff by identifying training needs through consultations and facilitating appropriate learning opportunities.

Stakeholder Communication

· Serve as the primary liaison between the service desk and key stakeholders, including Area Managers, Key Account Managers (KAMs), and the Regional Director.

· Manage service providers by defining service levels required and monitoring and managing delivery against standards, identifying areas of concern and implementing corrective action monthly and as required.

Suitable and qualified applicants who meet the above requirements should forward a complete CV to note that ONLY shortlisted candidates will be contacted.

Job Type: Full-time

Pay: R30 000,00 - R45 000,00 per month

Work Location: In person

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