Job Title: Customer Service Manager
Grade: 5
Department: Marketing and Customer Service
Job reports to: Group Head of Marketing and Customer Service
Direct reports: Customer Service Executive
Overall purpose of the job: To enhance and maintain customer satisfaction by providing problem-solving resources and managing client relations.
Overall purpose of the job: To enhance and maintain customer satisfaction by providing problem-solving resources and managing client relations.
Duties and Responsibilities
Task: Develop and implement a comprehensive customer service strategy, objectives and action plans that will enhance the client experience
KPI:
- Hold monthly departmental meetings to document progress towards achieving key strategic milestones
- Submit meeting minutes within 48 hours of the meeting
Task: Develop and implement customer service policies and procedures.
KPI: 100% adherence
Task: Develop, monitor and ensure adherance to the customer service budget
KPI: 100% compliance to the budget
Task: Oversee and manage the customer service help desk chanels to ensure an efficient and effective problem solving process
KPI: 100% adherance to the customer service protocol
Task: Oversee and manage the client database
KPI: 100% up to date
Task: Identify and analyse customer needs to determine and implement improvements
KPI: Monthly customer satisfaction report
Task: Maintain contact with clients by making site visits, conducting surveys and obtaining feedback to determine customer service requirements and areas of improvement
KPI:
- Bi annual client service survey
- 90% customer retention
Task: Participate in contractual clients take over meetings
KPI: 100% attendance of take over meetings
Task: Prepare content and facilitate in house training on customer service by conducting training sessions and preparing a weekly article
KPI: 100% adherence to annual training schedule
Task: Oversee client exit interviews and liaise with management on findings
KPI: Submit exit interview report
Minimum Academic and Professional Qualifications Required
- A Bachelor’s degree in a business related field and a professional certificate in a related field.
- Minimum years of experience
- A minimum of five (5) years customer service experience of which two (2) should be in a supervisory capacity.
Skills and Competencies Required
- Effective planning and organisational skills
- Creativity and innovation
- Judgement and decision-making skills
- Ability to lead and manage a team of professionals
- Ability to interact with a diverse group of people
- Excellent oral and communication skills
- Good interpersonal skills
- Proficiency in MS Office suite of packages
How to Apply
Applications should be sent to hr@parapetcleaning.com
The deadline for applications is 17th April 2015