Currently we are searching for a Customer Service Manager for Johannesburg, South Africa.
Responsibilities of this Post:
- Act as the primary point of contact for escalated clients, maintaining open and effective communication.
- Oversee the resolution of escalated issues from initiation to completion.
- Understand client concerns and address them promptly, ensuring clients feel heard and valued.
- Coordinate with various departments to ensure all necessary resources are allocated for resolving the client’s issues.
- Set up norms and best practices to streamline the escalation process and improve response times.
- Delegate tasks to team members and ensure clear instructions and deadlines.
- Continuously review and refine processes to enhance efficiency and effectiveness.
- Develop and implement standard operating procedures (SOPs) for managing client escalations.
- Monitor client satisfaction levels and work proactively to improve them.
- Work closely with the Customer Services and New Business Development teams to understand the nature of escalations and develop preventative measures.
- Checks in on the onboarding process for new clients to ensure a smooth transition and setup.
Requirements of this Post:
- Bachelor’s degree in Business Administration, Management, or a related field.
- Previous experience in customer service, account management, or a related field.
- Strong analytical and problem-solving abilities.
- Excellent verbal and written communication skills.
- Strong organisational skills and attention to detail.
- Project management experience with the ability to manage multiple tasks simultaneously.
- Ability to remain calm and professional under pressure.
- Proven experience in a customer-facing role.
- Strong interpersonal skills and the ability to work well with cross-functional teams.
