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Customer Services Manager (JB331)

Company:
Kontak Recruitment
Location:
Durban, KwaZulu-Natal, South Africa
Salary:
R45000 per month neg
Posted:
October 15, 2020

Description:

Customer Services Manager (JB331)

Durban

R20 000 – R45 000 Per Month neg

Kontak Recruitment is currently recruiting and hiring for a Customer Service Manager to based in Durban to improve the customer service experience, create engaged customers and facilitate organic growth by taking ownership of customers issues and following problems through to resolution and by setting clear goals and deploying strategies focused towards achieving these goals. Previous experience as a Customer Service Manager within an Education/Academic/Tertiary Education environment would be highly beneficial.

Academic Requirements for Customer Service Manager:

B Com/ Business Management degree

People management Qualification OR 3 years relevant Experience

Experience in the following:

In providing customer service support

Customer Service,

Group Facilitation skills,

Conflict Resolution,

Communication

Awareness of industry’s latest technology trends and applications.

Excellent computer literacy is essential especially in MS Outlook, MS Word and MS Excel.

Duties and Responsibilities for the Customer Service Manager:

Managing Student Support Service Contact Centre and Registration teams

Annual Budget Forecasting

Recruitment and training of customer service staff.

Weekly, monthly reports for regulatory bodies, DOE and academic Board

Strategic and Operational Planning and Execution in Contact Centre

Developing and re-engineering processes of department to enhance service excellence

Contact Centre and Client Data Analysis

Ensuring that service levels are achieved and enhanced with Clients and Service Providers

Member of cancellations committee

Performance Management

Regular staff and call centre management meetings

Ensuring agent motivation and alignment to business protocols, vision and mission

Oversight and day to day management of staff within department

Service Management

Manage social media complaints and queries

Strategic and Operational Planning and Execution in Contact Centre

Managing Student Support Service Contact Centre and Registration teams

Weekly, monthly reports for regulatory bodies and Academic Board

Contact Centre and Client Data Analysis

Member of cancellations committee.

Manage and Drive the Customer Services Department and all its operations

Manage the Complaints Liaison Officers and Refund Administrator

Develop and Implement strategies to address complaints throughout the Group

Effective on-line strategies to deal with complaints, particularly on our social platforms in consultation with the Communications Head and Online Strategist.

Direct, implement and monitor the complaints policies and procedures

Review the policies from time to time and provide workable solutions

Act as a liaison between executive and the various Departments, where necessary

Do regular analysis on the patterns of complaints, identify root causes and work with the Group Quality Manager and Head of Communications to offset risk

Compile regular reports on the status of complaints.

Coordinate and chair the Complaints Committees, for both the face to face and distance brands

Coordinate and chair regular meetings with the Customer Care Managers from the various sites and campuses.

Manage all refunds and ensure that any risks are flagged to Executive and brought to the attention of the Communications Head and Legal Manager.

Meet with the Head of Communications weekly

Work with the Head of Communications on all media/press queries

Coordinate meetings with the Group Quality Manager weekly

Meet with the Head of Academics weekly to discuss Group concerns

Keep ahead of industry’s developments and apply best practices to areas of improvement.

Maintain an orderly workflow according to priorities

Management and Leadership

Recruitment and training of customer service employees.

To conduct regular staff and call centre management meetings.

Oversight and day to day management of staff within department

Staff Management: interacting, coaching, recognizing superior performance and addressing substandard performance of team members.

Encourage, develop and motivate staff and promote close and cooperative working between the team and other departments.

Build solid cross-functional relationships within the branch.

Conflict management and resolution.

Monitor performance of team and to ensure service standards and improvements to quality.

To ensure that all aspects of staff management are carried out in accordance with the organisations policies and procedures and in particular:

to carry out performance appraisals in accordance with the procedures

to identify training and development needs as appropriate

to be responsible for recruiting of vacancies in accordance with company guidelines

to devise and carry out an induction programme for new staff and use their probationary period effectively.

ensure all staff adhere to the all company policies and procedures including HR policies and procedures.

support the development of a healthy internal culture that retains key employees and encourages their professional development.

Please email CV to and quote JB331 in the subject line

Apply