Manager: Customer Relationship Management at Civil Aviation Authority (SACAA)

OVERALL PURPOSE OF THE JOB

• To help develop and implement a customer service strategy, relevant policies and procedures for the organisation.
• To build and maintain healthy and effective relationships with key customers by evaluating customer satisfaction and implementing solutions to improve service delivery.  

CUSTOMER SERVICE STRATEGY, POLICY AND PROCEDURES

• Facilitate the development of the customer service strategy, policies and procedures
• Implement the customer service plan

CUSTOMER SERVICE PROCESS MAP

• Implement and ensure compliance with the CS process map.
• Develop procedures customers can use to communicate with the organisation effectively
• Introduce Service Level Agreements for all customer points within the organisation and ensure compliance to the same
• On-going engagement with internal departments to improve customer service standards

CUSTOMER SATISFACTION MEASURING TOOL/SYSTEM

• Procure a Customer Satisfaction tool/system
• Generate on-going reports on the level of customer satisfaction
• Devise strategies for improving customer satisfaction in consultation with relevant stakeholder’s organisation-wide
• Analyse statistics or other data to determine the level of customer service the organisation is providing

MANAGE CUSTOMER SERVICE STAFF

• Manage performance through PMS contracting
• Skills development

MANAGE CLIENT QUERIES

• Implement the CRM solution to address customer queries/complaints and timeous closure of the same

Requirements

Minimum Qualifications:

• National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or a related NQF 6 qualification.

Ideal Qualifications:

• Degree or Post-graduate qualification in Business Studies; Consumer Studies; Management Studies; Marketing or an equivalent qualification.

Experience:

• 5-7 years Customer Relationship Management
• 5-7 years Business Management