Customer Care & Call Centre Manager

An opportunity has arisen in the Service Department for a self-driven and motivated individual who will be responsible for the following:

Purpose

To plan, co-ordinate and control the activities of the call centre department to maintain and enhance excellent customer relationships, retain existing customers and increase customer base in line with company objectives

Key responsibilities for this position include, but are not limited to:

• Customer Service
• Plan/Strategy Design and implement strategies to improve quality of service, productivity and profitability
• Build strategic partnerships with third parties e.g. service centres, dealers, to enhance and improve call centre and customer service
• Development & Expansion of CIC Infrastructure to ensure business operations continue to function properly in a cost effective manner
• Standard CIC Processes Develop and implement customer service policies and procedures that support the turnaround time
• Define and communicate customer service standards and ensure adherence and compliance
• Review and assess customer service contracts/SLA and ensure they are aligned to company objectives
• Ensure compliance with work procedures and rules and suggest improvement to increase efficiency
• Management and maintenance of accurate Customer Profile & Database of CIC Digital Channel Expansion Monitor SDS Implementation and ensure continuous Support (Smart Digital Systems)
• Management and maintenance of customer Profile & Database of CIC on social media platforms
• Monitor and ensure SNS expansion & management for fast and regular communication and interaction with customers (Social Network Service)
• Increase company visibility on social media to enable communication and interaction with company customers
• Monitor and manage these relationships on a continuous basis.
• Manage Infrastructure (Hardware & Software) and maintenance to ensure efficiency that supports goals of the business unit Management of LMS/SMS & HE Remote Process Mystery Survey Execution
• Request customers to provide feedback on service agents and customer service experience to identify areas for further improvement
• Analyze service performance data (repair turnaround time, cost, part supply, appointment, responsiveness and etc.) in order to provide utmost satisfaction to the customer
• Provide necessary and regular training and information to the staff and contractors to fulfil required service to the customers
• Audit and make corrective action for the performance of the direct service centres
• Resolve customer complaints and service related issues and improve overall CIC service delivery CIC Overall Quality Management
• Monitor and manage NPS & VOC to ensure efficiency
• Manage Net Promoter Score (NPS) to assess customer loyalty to company brand, products or service.
• Manage Voice of Customer (VOC) in order to reduce customer churn and foster long lasting relationships which may increase customer base
• Listen and continuous improvement in the overall customer experience of customer service
• Manage CIC Quality of calls and overall performance & monitor achievement of KPIs
• Onsite Task Execution on time and ensure deadlines are met Operations Management
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Regular status meetings with all strategic partners regarding customer queries to monitor and ensure customer satisfaction.
• Oversee the achievement and maintenance of agreed customer service levels and standards Close interaction with all departments to resolve customer queries

• Training Management
• Provide necessary and regular training and information to the staff and contractors to Fulfill required service to the customer
• Reporting Weekly feedback to management regarding customer service status and recommendations for improvement
• Drafting of reports and any correspondence
• Prepare a monthly customer service analysis report for management
• Prepare presentations, proposals and plans as and when requested

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Qualifications and Experience

Relevant Tertiary Qualification

• 7 – 10 years experience in a customer service environment In-depth knowledge of customer service principles and practices
• Experience in resolving customer queries and giving regular feedback
• Knowledge of Electronics Industry an advantage Possession of a reliable vehicle and a valid driver’s licence

Competencies Required

• MS Office at an advanced level Customer service oriented Problem analysis and problem-solving Decision-making
• Planning and organizing Presentation skills
• Strong Relationship Building
• Honesty, integrity and ethical conduct at all times Strong technical knowledge and background
• Ability to function under pressure and still meet deadlines, very important
• Excellent oral and written communication skills Monthly travel to international countries.
• (As required) Bi-monthly travel to regions such as Durban and Cape Town as well as neighbouring countries in Southern Africa Region

Inherent Requirements

• Relevant Tertiary Qualification 7 – 10 years experience in a customer service environment In-depth knowledge of customer service principles and practices
• Experience in resolving customer queries and giving regular feedback
• Knowledge of Electronics Industry an advantage
• Possession of a reliable vehicle and a valid driver’s licence

Competencies Required

MS Office at an advanced level