Client Service Manager

University of Fort Hare; Somerset West; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A well-established national company in Somerset West is looking for a Client Service Manager. You will need at least five years of relevant customer service experience and three years of supervisory experience. Responsibilities include managing customer after-sales services and tracking team performance. The ideal candidate should be bilingual in English, a proficient computer user, and possess strong interpersonal skills. A competitive salary is offered along with the chance to work in a young, dynamic team.

Qualifications

• At least 5 years of customer service experience.
• Minimum 3 years in a supervisory/management role.
• Fully bilingual with English as first language.

Responsibilities

• Manage customer after-sales services.
• Define team performance KPI's and track them.
• Administer and approve weekly overtime.

Skills

Customer service experience

Management skills

Interpersonal skills

Bilingual (English)

Computer literacy (Excel)

Education

Relevant tertiary qualification

Tools

Sage Evolution

Job description

A well-established national company based in Somerset West is looking for a Client Service Manager with at least five years relevant experience in a customer-service environment and three years experience in a supervisory/management role to join their team.

Requirements:

• Relevant tertiary qualification will be advantage.
• Refrigeration / Technical knowledge will be an advantage.
• Minimum of 3 Years’ experience in a supervisory/management role within a customer service role
• Computer literate (Excel (ESSENTIAL) , Microsoft Word, Outlook, PowerPoint)
• Experience in Sage Evolution will be an advantage.
• Fully bilingual with English as first language
• Excellent English communication capability.
• Good interpersonal skills and a team player.
• Able to work under pressure.

Duties will include, but not limited to:

• Management
  • Responsible for customer after-sales services.
  • Define performance KPI's for the team and track performance.
  • Administer, finalise, and approve overtime on a weekly basis.
  • Keep track of recalls by technicians, customers, and cabinet types on a weekly basis - record reason and corrective action.
• Additional responsibilities
  • Schedule call-outs with in-house technicians and sub-contractors.
  • Monitor call logging and provide tickets on in-house system.
  • Customer quotes prep and approval as needed.
  • Manage weekend stand-by schedule.
• Administration
  • Liaise with senior management and directors on a regular basis on feedback.
  • Responsible for national ticketing and service performance of the service team.
  • Ensure all tickets on the in-house system are processed efficiently and accurately to close off tickets on time for month-end deadlines.
  • Prepare and sign off on customer quotes as needed
  • Monitor customer feedback regarding call-outs and immediately address poor service feedback.
  • Manage weekend staff stand-by schedule.
  • Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements.

In return a competitive salary is on offer coupled with the opportunity to work within a national company and a young, dynamic team!