Client Services Manager

Hire Resolve; Pretoria; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading recruitment agency is seeking a Client Services Manager in Pretoria. This role involves managing the customer experience strategy and enhancing consumer satisfaction. Key responsibilities include implementing service projects, analyzing customer data, and ensuring the team meets professional standards. Ideal candidates will have significant Client Services experience in finance and strong leadership skills. The position offers an opportunity to create lasting customer relationships and influence team performance.

Qualifications

• Minimum 5-8 years of experience in Client Services within the financial industry.
• At least 3-5 years in a managerial role.
• Experience with customer surveys and analytics.

Responsibilities

• Shape and execute customer experience strategy.
• Implement customer service projects and updates.
• Analyze customer data to develop training strategies.

Skills

Customer orientation

Analytical skills

Project management

Leadership skills

Communication skills

Education

Matric

Tools

CRM systems

Job description

Hire Resolve's Client is seeking a Client Services Manager that can join their team. You will report directly to the Head of Operations and play a key role in consumer satisfaction. As the Client Services Manager, you’ll take charge of shaping and executing the customer experience strategy, ensuring an exceptional service is delivered to their consumers.

Duties & Responsibilities

• Implement current CS projects, upcoming updates, and necessary adaptations to the CRM portal.
• Understand the customer profile and approach accordingly.
• Analyze customer data and develop training strategies to establish best practices.
• Increase customer satisfaction by ensuring every interaction meets company standards.
• Demonstrate a high level of welcome, approach, and mix & match energy while leading the team.
• Monitor customer data to plan actions‑interactions that boost satisfaction.
• Ensure the team understands and is up‑to‑date on their CS profile and leadership profiles.
• Build lasting relationships with customers and answer product‑related questions.
• Promote integrated sales by proposing all available purchase options based on customer demand.
• Conduct in‑depth client services to ensure excellence in the customer experience.
• Manage all communication portals of the company.

SKILLS & ATTITUDES

• Passionate, curious, motivated, dynamic, and eager to contribute something unique.
• Strong customer orientation, and a desire to share this passion with both the team and customers.
• Highly sensitive to the experiences of those around you.
• Creative, proactive, and friendly, able to foster a positive atmosphere within the team.
• Strong knowledge and analytical skills regarding Client Services KPIs.
• Highly flexible, with excellent time and pressure management abilities.
• Experienced in developing others, CX training, and project management.
• Excellent communication, influencing, management, and leadership skills.
• Self‑motivated, with the ability to motivate others and provide constructive feedback.

EXPERIENCE & QUALIFICATIONS

• Financial, Insurance, Subscription and Debt management experience (Products).
• Previous customer experience.
• Experience with customer surveys, consumer behavior analysis, and customer analytics.
• CRM knowledge preferred.
• Team management experience preferred.
• Fluent in English.
• Matric.
• Min 5‑8 years Client Services experience in the financial industry of which at least 3–5 years are within a managerial role.

Should you be a match for this opening, please send your CV to: [e-mail].