Customer Care Manager

EKS Vehicle Tracking; East London; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in vehicle tracking is seeking two Customer Care Managers to enhance client relationships and ensure customer retention through detailed analysis and reporting. The role involves managing client interactions, providing feedback, and analyzing fleet performance to identify growth opportunities. Candidates should have a background in business studies and experience in relationship management, along with strong communication and analytical skills.

Qualifications

• 2-4 years of experience in Relationship or Key Account management.
• Excellent proficiency in MS Office applications.
• Knowledge of fleet management principles.

Responsibilities

• Manage daily interactions with clients and ensure customer retention.
• Analyze client needs and provide ROI reports monthly.
• Conduct project-related tasks for fleet management.

Skills

Client Relationship Management

Communication

Analytical Skills

Negotiation Skills

Time Management

Education

Matric Certificate

Tertiary education in Business-related studies

Tools

MS Office

Job description

EKS Vehicle Tracking is looking for 2 (two) Customer Care Managers. The incumbent will be responsible for managing the daily interaction with customers as well as ensuring existing customer growth and retention through analyzing customers' fleets and identifying growth opportunities, upselling. This includes providing a return on investment through analysis of reports and documentation.

Responsibilities:

• Contacting all assigned clients daily/weekly/monthly and taking ownership of the client relationship,
• Ensuring minutes for each client meeting are maintained - Logging all queries raised either telephonically or via email on the agenda,
• Ensuring minutes are distributed within 24 hours after a meeting with the client,
• Providing the client with regular feedback on each of the items on the agenda, which includes timelines,
• Advising clients on configuration changes to be made to optimize the efficiencies of the system and reporting,
• Compiling a trend analysis of the performance of the client’s fleet according to predefined parameters monthly basis,
• Be involved with projects related to the EKS product range and/or fleet management upon request of the customer,
• Analyzing the client’s business needs and providing ROI to the client monthly,
• Completing Accident Analysis reports promptly and accurately,
• Creating new and editing existing event notifications for customers promptly and accurately.,
• Producing a quarterly review document by identifying the following:
• Overview fleet Performance – Trend Analysis (Per Quarter),
• Spend – Relating to (Training, Technicians, Hardware, Software, Comms, etc.)
• Maintenance Statistics,
• Training and Development,
• Administration and Support,
• Managing the billing structure and age analysis for all customers,
• Ensuring that there is an Analysis of the client lists and compiling a plan of action to service comprehensively,
• Arranging visits to all clients in terms of agreed call cycles,
• Analyzing client’s operations effectively and evaluating upsell opportunities and presenting proposals through an astute analysis of the customer's operation, identifying problem areas and providing optimum solutions,
• Developing solutions to both Asset and Business management,
• Using the current client database, developing strong customer-focused relationships around the current offering
• Identifying potential leads and ensuring quotations are accurate in every respect,
• Ensuring all correspondence to clients is accurate and professionally submitted,
• Setting up and attending to monthly meetings with clients,
• Attending hearings as a witness on behalf of clients,
• Travelling around the local province,
• Serving as the lead point of contact for all clients in the province,
• Providing administrative support in ensuring all Company documentation is accurately completed and submitted,
• Maintaining compliance with all company policies and procedures,
• Attending hearings as a witness on behalf of clients,
• Training the client on how to draw reports and system training.
• Travelling and servicing customers in and around the local province,
• Managing systems training for clients as and when required,
• Performing related duties as assigned by the Senior Manager and Divisional Director – Operations,
• Must be available to work after hours for telephonic assistance as and when required by the client,
• Daily updates on the RAG (Status) report, Forecast Template,
• Data accuracy on the following systems, RAG and Health system,
• Complete other tasks related to the role as requested by the line manager,
• Adhere to EKS Vehicle Tracking values: Integrity, Loyalty, Commitment, Honesty, and Respect.

Requirements:

• A Matric Certificate and Tertiary education or equivalent in Business-related studies is advantageous.
• Valid passport, Valid Driver’s License, and own vehicle,
• Tertiary education or equivalent in business-related studies is advantageous.
• 2 - 4 years Relationship or Key Account management experience,
• Excellent computer proficiency (MS Office – Word, Excel, PowerPoint Point and Outlook),
• Proven ability to set and execute a client relationship strategy,
• Should be proficient in the internal systems,
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service,
• Have a knowledge of the principles of fleet management & be able to apply that knowledge in the service to clients,
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices,
• Understanding EKS Business Ethics and Values,
• EKS product knowledge/ previous tracking knowledge.

Physical Requirements:

• Excellent verbal and written communication skills, including the ability to effectively and professionally communicate with internal and external customers,
• Presentation skills,
• Attention to detail and good negotiation skills,
• Attentive Time Management.

Closing date: 20 May 2025

6 Months Fixed-Term Contract

Inquiries may be directed to our Human Resources Department or email application to: [e-mail].