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Client Service Manager
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
Education
Tools
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.
- 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.
- 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!
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.