Customer Services Manager

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Unique Personnel are currently seeking candidates for their open Customer Services Manager position in East Rand, Gauteng through Go Job Search. Are you an experienced candidate looking to take up a Customer Services Manager role such as with an industry leading company like Unique Personnel?

Job Number 68716 Job Type Permanent Job Title Customer Services Manager Computer Skills MS Excel,MS PowerPoiont Industry Financial Services City Ekurhuleni (East Rand) Province Gauteng Job Description To deliver a comprehensive service to enquiring clients ensuring their needs and queries are satisfied and that the organisation responds appropriately to client concernsReporting Relationship Reports to the Chief Operations Officer and forms part of the Relationships Management Team Customer Service Establish and maintain effective system of recording client complaints, systems to address those complaints and checking systems to ensure prompt action and acceptable outcomes Manage incoming calls and correspondence, ensuring they are referred to appropriately skilled team membersEngage in the resolution of long-standing of complex queries to ensure satisfactory outcomesDevelop organisational appropriate responses for team members to use in addressing client concerns: telephonic, email, correspondence and face to face engagementsMonitor organisational and industry developments to ensure adequate responses to queries are built in to internal proceduresEstablish means (analysis of statistics) to measure client satisfaction and report on performance against themMotivate organisational remedial action to minimise future client dissatisfactionUse feedback on client experience to explore improved service and new product offeringsEnsure all transactions with clients are processed in a professional manner that enhances the reputation of the businessSeek ways to improve resolution of concerns and speed up response times Quality Assurance Establish operational standards to ensure compliance with legal requirements and attainment of highest level of integrity in dealings with clientsReview cases with team to provide learning points, systems evaluation and amended responses to enhance client serviceMonitor trends in client complaints and alert senior management of potential risks arising from organisation’s practices and policiesDevelop a culture of continuous improvement: monitoring bottlenecks and seeking solutionsEnsure compliance with at all timesEnsure any sales staff are registered DC’sEnsure successful audit by when auditedEnsure all registered DC returns for your department are done timeouslyAdministration Establish and maintain an effective system for managing client queries and responsesEstablish and maintain effective systems for provision of statistics, trends and reporting, including resolution time framesPrepare regular reports on customer service activities, performance, costs, trends and developments and make presentations to the ExecutiveEnsure all office equipment and administration systems are functioning effectivelyEstablish and effective archiving and retrieval system to provide speedy access to case historyTrack resolution processes to ensure adequate responses are made at each stage of the processMaintain flow of information between customer service department and other departments to enhance organisational effectivenessManage own department budget effectively and report timeously on results People Management Build effective and motivated teams: hire, coach and train staff to maintain high client service standardsEstablish and maintain operational standards training to enhance service and extract development potential from team membersSet and manage performance achievements for self, staff and team membersEvaluate performance of team members with key metrics, provide feedback and set development and performance goals with team membersManage staff: attendance, leave, incentives, training and development, performance management, etc.Assist with the development of training material to make sure all team members (and others) are kept abreast of internal practices and industry developmentsDevelop people plans to ensure promotion of equity goals, maintenance of skills pool, succession planning and cross-skilling within the departmentIdentify skills sets required in team members to achieve business goals Competency (Skills and Knowledge) Ethical Behaviour, Builds team relationships, Effective communicator, Empathy for staff and client needs, Effective teamwork, Decisive, Compliant to quality standards and legal requirements, Tactful, Problem solving skills. Effective listening skills, Computer literate – presentations, text and spreadsheet; Internal actualisation, Corporate awareness, Proficient in English & Afrikaans, Time management skills

Apply now and a member of the team at Unique Personnel will get in touch with you to discuss your career options further.

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Tagged as: Customer Services Manager