Permanent Customer Service Manager: Technical Supp

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General Details
Advertised By:Agency
Job Type:Full-Time
Description
Customer Service Manager: Technical Support

My client based in the Northern Suburbs is looking to employ a skilled Customer Service Manager. In this position you will lead a growing team of 30 service consultants in solving technical customer queries.
You will play an integral part in establishing a world-class service experience that delights our customers to the extent that they highly recommend and promote their service. You will be expected to bring a tenacious, hands-on response to the dynamic influences shaping and differentiating the customer service experience in a global market.





Requirements


:

Matric and a degree or equivalent tertiary education.


At least 5 years’ experience in the service industry.


managed a team of service consultants for at least 3 years.


ISP industry experience will be beneficial.







Skills:




Critical and discerning of quality and standards compliance and committed to continuous improvement.


Exceptional recruiter.


Have a high work ethic.


Engage teams effectively in identifying impediments, solving them, and driving solutions.


Able to mentor this approach effectively to high-performing individuals.


Identify workflow and policy gaps easily and find simple, pragmatic solutions.


Masterful at drawing escalated customer queries to positive relationship conclusions.







Responsibilities:




Recruit, develop and retain the right skills to ensure optimal daily service delivery.


Mentor consultants on the application of sound service principles and ensure consistent execution according to quality standards.


Optimise process workflows within established standards in collaboration with the service teams.


Co-ordinate projects and ensure that service rollout is well supported by the service teams.


Engage technical teams to address system deficiencies or enhancements while keeping stakeholders informed.


In collaboration with your team, drive policy requirements relating to organizational and service scope changes with the CCO and implement agreed policy initiatives.


Model the intent behind the company Performance Culture.


Final point of customer service escalations.


Foster healthy inter-team relationships and reinforce the common purpose to deliver exceptional service throughout the value chain.





To apply, please send your CV to
monique@personastaff.co.za




Please note that only shortlisted candidates will be contacted. Should you not receive feedback within 48 hours, please accept your application as unsuccessful.











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