Customer Service Manager
Customer Service Manager role has become available at our client who is based in Kempton Park and they are looking for a candidate with 10 Years’ experience in Customer Service Management in Courier or Logistics Industry. The successful candidate will be responsible for handling inbound media queries, and managing relationships between the business and local, national, and international media. promoting the business in media briefings, conferences, interviews, press releases, and articles.
To establish clear goals and process milestones in line with the business objectives.
Assist customers, as needed, with the onboarding process, setting up and navigating our online platforms.
Review customer complaints and concerns and seek to improve all aspects of the customer expectations.
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products and services for their needs.
Optimise existing processes within the company and actively enhance all Customer Success initiatives.
Oversee the achievement and maintenance of customer Service Level Agreements.
Direct the daily operations of the customer service team.
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.
Handle complex and escalated customer service issues.
Monitor accuracy of reporting and data base information.
Identify and implement strategies to improve quality of service, productivity, and profitability.
Liaise with company management to support and implement growth strategies.
Co-ordinate and manage customer service projects and initiatives.
Evaluate and manage staff performances.
Identify and address staff training and coaching needs.
Supervise day-to-day operations in the customer service department.
Respond to customer service issues in a timely manner.
Create effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Develop and Implement an effective customer loyalty program.
Assess service statistics and prepare detailed reports on your findings to senior management.
Identifies customer service trends and determines system improvements.
Improves customer service quality results by studying, evaluating, and re-designing winning processes and establishing and communicating service metrics and monitoring and analysing results.
Total management of customer database and CRM tools.
Grade 12 and/or Equivalent.
Relevant Degree or Diploma and/or Equivalent.
Must have min.10 Years’ experience in Customer Service Management in Courier or Logistics Industry.
Excellent Knowledge of Microsoft Packages.