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  • Posted: May 31, 2021
    Deadline: Not specified
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  • Lets find opportunities together. Lets get it done. As a subsidiary of The Bidvest Group Limited, were an entrepreneurial bank that seeks out the opportunities and market gaps which traditional banking often ignores. By being flexible and nimble, were able to service our customers better than anyone else. How? We understand that no two individuals are ali...
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    MMU Supervisor

    ABOUT THE POSITION

    Overseeing the functioning of the MMU . Daily, weekly and monthly reporting on all aspects of the MMU.
    Service Excellence (Customer Service)

    • Telephone etiquette.
    • Clarifies procedures and processes.
    • Promotes consistency.
    • Responsiveness: Speed of responses, reaction and turnaround time.
    • Customer and Product Concern Resolution.
    • Levels & quality of service delivery as experienced by internal & external customersInternal Customer Relationship
    • Developing ties with internal departments.
    • Align goals with external customers through Sale Executives.
    • Maintain a positive attitude and drive.
    • Effort to forge & maintain quality inter-personal relationships.

    Operational Excellence:

    Performance Measurement:

    • Optimize the use of all the MMU resources.
    • Service measures.
    • Quality measures.
    • Efficiency measures.
    • Support strategic plans and objectives.
    • Quality Measurement Process:
    • Customer feedback, surveying, assessing performance and coaching.
    • Side by side call monitoring.
    • Silent call monitoring.
    • Call recording system.
    • Performance Reporting:

    Effective flow of communication between the MMU, customers and other business units.

    • Reporting methodologies.
    • Real time reporting.
    • Communicating performance results.

    Performance Management:

    • Productivity
    • Improve agent performance and adherence to department goals.
    • Motivate self-management of performance.
    • Effectiveness
    • Improve agent morale, satisfaction and retention.
    • Provide objective method to self-evaluate performance vs. goals.
    • Quality
    • Provide continuous feedback to motivate quality improvements.
    • Identify operational improvement opportunities.
    • Customer satisfaction
    • Measure impact of agents on customers.
    • Provide immediate feedback.

    Technical Criteria:

    • Ability to analyze quotations.
    • Compiling reports as requested.
    • Differentiation between R&M, abuse or negligence.
    • Knowledge and competency.
    • First-Call resolution rate.

    Service Levels

    • Ensure that all decisions made are in conjunction with the deal parameters and reduce maintenance/repair costs at all times.
    • Evaluate supplier quotations exceeding maintenance controller's authorization limits.
    • Warrantee and Goodwill claims as per OEM policies.
    • Fleet discount on labour and parts pricing negotiation skills.
    • Minimum three years experience as a qualified motor technician
    • Experience on commercial vehicles
    • Experience in MHE

    Office bound and travel

    Desired Skills:

    • Excellent time keeping
    • Technical knowlege of motor vehicles HCV and MHE
    • Analytical
    • Sound judgement
    • Problem solving abilities
    • Ablility to make informed decisions
    • Strong customer care principles
    • Strong computer skills
    • Interpersonal skils
    • Excellent telephone skills
    • Ability to adapt
    • Initiative and ability to function without supervision
    • Accurancy and attention to detail
    • Ability to plan and organise
    • Ability to work under pressure
    • Bilingual
    • Excellent verbal and written communication skills

    Attention to detail
    Desired Qualification Level:

    • Diploma

    Method of Application

    Interested and qualified? Go to Bidvest Bank on www.careerjunction.co.za to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Bidvest Bank Back To Home

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