Client Services Manager: BluNova at Blue Label Telecoms

Job Purpose

To drive business growth within the company and ensure the best possible experience for our customers by fostering and nurturing customer relationships through exceptional service planning, coordinating and control of the activities of the customer experience process to meet organisational and operational objectives.

Responsibilities

Customer Relationship Management

• Acts as a bridge between the organization and potential clients, helping the organization grow
• Creates long-term value for the organization, supporting the scaling of operations by supporting strategic partnerships
• Researches and identifies prospective clients, understanding their needs, and tailoring compelling pitches to pique interest
• Supports and maintains a pipeline of leads, tracking client interactions by following the business development process and plans
• Establishes a network of invaluable connections within the industry by actively engaging with peers, industry experts, and potential collaborators to attract new clients and identify opportunities for existing clients
• Reviews and provides consultation to clients on their portfolios
• Schedules and facilitates regular meetings and maintains communication with all other supporters of assigned portfolios to allow for cross collaboration and knowledge sharing across the teams
• Ability to maintain a professional attitude while working in a fast-paced environment
• Possesses a creative and adaptable approach to problem-solving, pioneering inventive ways to engage potential client

Customer Experience Execution

• Focuses on customer service and experience to enhance the organisation’s reputation building a loyal customer following, to contribute to long-term success
• Leverages deep functional expertise in order to expand the customer’s use of existing products and to identify new products offerings
• Builds/maintains rapid channel of communication to customer in case of service- related issues and events
• Represents the “Voice of the Customer” and creates a culture of Customer
• Centricity by integrating a customer-centric approach into the business development strategy
• Engages with customers, addressing their concerns promptly, and exceeding their expectations to create a positive brand
• Has a proactive approach to customer service, actively seeking feedback, measuring customer satisfaction, and continuously refining the organisation’s offerings based on customer input
• Provides direction and leadership to cross-functional project resources (both internal and external), leveraging them to ensure delivery and client satisfaction
• Supports and manages client initiatives related to data quality, reporting, technology upgrades and implementations
• Develops a good understanding of the customer environment and uses this knowledge to proactively drive improvements and efficiencies in Customer Support
• Manages regulatory questions and communications
• Possesses excellent customer engagement and relationship development skills and the ability to articulate customer requirements and priorities
• Implements processes and systems to provide quick yet thorough responses to internal and external partner requests and requirements
• Manages partner requests, issues, questions, training on a day-to-day basis, including but not limited to end user production problem tracking
• Interfaces with internal product, technology, business and operations teams to ensure partner and end user satisfaction

Analytics

• Keeps accurate records and document customer service actions and discussions
• Analyses statistics and compiles accurate reports
• Develops, tracks and reports key performance measurements for the unit
• Assesses and review customer complaints
• Tracks customer complaint resolution
• Monitors accuracy of reporting and data base information. Analyzes relevant data to determine customer service outputs
• Demonstrates advanced insights and understanding of customer’s business/industry and challenges appropriately the way a customer views both their business and processes

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrates consistent application of internal procedures
• Plans and prioritises, demonstrating abilities to manage competing demands
• Demonstrates abilities to anticipate and manage change
• Demonstrates flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Behavioural Competencies

• Communicates Effectively
• Plans and Aligns
• Customer Focus
• Instills Trust
• Collaborates
• Situational Adaptability
• Business Insight
• Collaborates
• Customer Focus
• Ensure Accountability
• Manages Complexity

Skills

• Verbal Communication
• Commercial Acumen
• Planning Organising
• Action Planning
• Policy and Procedures
• Data Collection and Analysis
• Reporting

Education

• Matric
• Technical qualification in Engineering or IT-related studies

Experience

• Minimum of 5 years’ progressive experience within a similar role Experience in Customer Service environment essential
• Minimum 2 years of experience in an account management role or client facing role
• Own and develop relationships with the frontline account management and specialist sales, servicing and supporting organizations to provide customer technical insight
• Experience working within a technology organization and communicating with a technical contact level is strongly preferred
• Experience in the credit risk space or similar is advantageous
• Advanced knowledge of, or experience using, AI technologies a strong plus