Customer Services Manager Edenvale The candidate will be responsible for managing the Customer Service/In-bound order taker/Call Center department of the business. The department consists of 15 CSR’s, 3 showroom assistants and 2 receptionists. The candidate will therefore need a minimum of 3-5 years of management experience in a similar environment managing no less than 10 employees at any given time. • Minimum Experience - 5 years managing at least 10 people • Degree or Diploma preferable • Basic Accounting • Interpersonal Relations • Pastel Evolution • Computer Literacy: MS Word, MS Excel, MS Outlook • Problem Solving • Administration skills • Grade 12 OVERVIEW OF THE JOB The Customer relationship manager will be expected to play a vital role in the long term strategic plan of the Company. He/she will be responsible for setting clear and objective targets and creating new ideas and plans to ensure continuous improvement. The CSM will not only solve customer requests but will proactively offer ideas and insights to improve the customer’s issues and challenges. The customer relationship manager will also follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold tocustomers. The customer relationship manager must have the strong convincing power and interpersonal skills to be a driver of change where needed. JOB DESCRIPTION: • Demonstrate a high level of maturity in how he/she conducts themselves. • Help the CSR’s with following up on quotes and making sure that they completed timeously. • Meet set deadlines and timeous task completion. • Handle customer complaints and conflict resolution. • Understand and comply with all company and departmental policies and procedures. • Display a comprehensive knowledge of range and product offering. • Preference will be given to a candidate who has all the skills & experience set out herein but who are also able to be a strategic contributor. • Creating and setting up systems to measure performance targets for speed, efficiency, sales and quality; • Analysing statistics or other data to determine the level of customer service your organisation is providing. • Developing customer service procedures, policies and standards for your organisation or department. • Managing the daily running of the Customer service/call center and all its employees; • Liaising with supervisors, team leaders, employees and third parties to gather information and resolve issues, not only in Customer Service but also cross departmentally. • Ensure a culture of service excellence is cultivated and meeting, and setting, customer service targets as well as planning areas of improvement or development • Recording statistics, user rates and the performance levels of the centre and preparing reports • Ensuring Calls are answered within set time by CSRs • Handling the most complex customer complaints or enquiries • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes • Forecasting and analysing data against budget figures on a weekly and/or monthly basis • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff • Being involved in staff recruitment and evaluations. • Organizing staffing, including shift patterns and the number of staff required to meet demand • Reviewing the performance of staff, identifying training needs and planning training sessions Date: 17 October 2014 City/Town: Edenvale Location: Gauteng Wage/Salary: R 25 k + Start: asap Duration: Permanent Type: Full Time How to apply: Email [email protected] Company: Acumen Resources Development (Pty) Ltd Contact: Fiona Phone: 011 467 8670
Posted on: Tue, 21 Oct 2014 13:02:11 +0000
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