Client Service Manager at Helderberg Personnel

Requirements:

• Minimum qualification Grade 12.
• Relevant tertiary qualification will be advantage.
• Minimum of 5 Years experience in a customer-service environment.
• Minimum of 3 Years’ experience in a supervisory/management role.
• Computer literate (Excel, Microsoft Word, Outlook, Power Point)
• Experience with Sage Evolution will be an advantage.
• Willingness to work standby when absolutely necessary
• Fluent in English and additional African language will be an advantage.
• Good interpersonal skills.
• Clear and professional articulation when answering customer calls.
• Enjoy working in a team environment. Ability to motivate teams and inspire them to go the extra mile.
• Positive attitude and ability to work against a deadline, solving problems pro-actively.
• Able to work under pressure.

Duties will include but not limited to:

• Responsible for customer after sales services.
• A strategic approach to services by analyzing customer and product data with the goal of stimulating other value (revenue) streams and driving competitive advantage for the business.
• Establish and lead a high-performance team measured by performance KPIs.
• Responsible for building and maintaining team capability (both admin staff and technician skills on admin work).
• Administer, finalize, and approve department costs such as overtime, travel and accommodation, credit card expenses, tools purchases etc. and ensure expenses are within Company Policy, SA Labour Law, or Employment Contracts.
• Keep track of Technician performance and recalls on a weekly basis - record reason and implement corrective action.
• Promote teamwork within the department and cross-functionally. Actively resolve issues that come up.
• Define a national subcontractor strategy to ensure the business delivers on customer needs and maintain cost targets with a healthy balance between internal Technicians, overtime, and outsourced jobs.
• Maintain positive relationships with Asset Management Companies.
• Ensure efficient scheduling of call outs with in-house technicians and sub-contractors.
• Monitor call logging and ticketing on the in-house system, ensure efficient and accurate processing and closing off tickets in time for month-end deadlines. Resolve issues jointly with Finance as needed.
• Prepare and sign off customer quotes as needed
• Monitor customer feedback regarding call outs and immediately address poor service feedback. Keep management informed to avoid surprises.
• Manage staff weekend stand-by schedule.
• Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements
• Perform duties cross functionally with other departments and promote inclusiveness.
• Share important market events and insights with Technical so that corrective action is taken on Product.
• Income and Expense management.
• Liaise with senior management and directors on a regular basis on feedback