Vacancies at CLS Human Capital Specialists

Requirements

Minimum education (essential)

• BCom or BA degree in relevant field

Minimum education (desirable)

• Qualification in Customer Psychology, Communication and Marketing

Minimum applicable experience (years)

• 6 years of which 4 years managing a team
• Required nature of experience
• Experience in the services industry
• Team Management and Mentoring
• Customer Relationship Management
• Customer Experience / Client Engagement
• Customer Success
• Customer data driven reporting
• Strategy compilation and implementation
• Customer retention

Skills and Knowledge (essential)

• Google for Business / Microsoft
• CRM Systems (i.e. ZOHO)
• Customer complaint handling
• Presentation skills

Skills and Knowledge (desirable)

• Education and/or School Operations
• Customer onboarding and training

Other

• English and Afrikaans
• Based in Pretoria, Gauteng

Key Performance Areas, Weights and Objectives

Team Management 40%

• Establish, improve and ensure active management of team’s KPA’s with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims,  performance management etc.).
• Enhance and encourage a culture of client service and d6 values.
• Reporting 10%
• Implement and maintain metrics to monitor client retention.
• Report on agreed strategic and operational metrics.
• Customer Success

Management 50%

• Implement initiatives to drive and monitor client retention.
• Implement initiatives to drive and monitor product utilisation.
• Establish clear retention goals and process milestones strategies.
• Implement proactive strategies to manage customer complaints and concerns.
• Seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Maintain a detailed understanding of products and services.
• Liaise with various internal and external stakeholders on a continuous basis.

Team Management 40%

• Establish, improve and ensure active management of team’s KPA’s  with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims, performance management etc.).
• Enhance and encourage a culture of client service and d6 values

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Requirements

Minimum education(essential)

• Matric

Minimum education(desirable)

• Certificate in Administration
• Required nature of experience
• Data Capturing
• Client Engagement
• Administration

Skills and Knowledge (essential)

• Remote Technical Support
• MS Office

Key Performance Areas, Weights and Objectives

Client Engagement 30%

• Provide enrichment support on relevant platforms and third party platforms.
• Provide accurate communication on client queries.
• Provide professional and accurate telephonic and written support.
• Proactive decision making and feedback regarding client queries.
• Assist with and resolve problematic areas with regards to submissions.
• Ensure that a professional image of d6 is represented.

Projects 50%

• Ensure that all relevant administration for projects are completed accurately in a timely manner.
• Assist with successful completion of projects.
• Ensure that the project is maintained while awaiting development.
• Meet project deadlines.
• Capture data accurately.

Training and Consultation 15%

• Assist with coordination of enrichment workshop training. (70%)
• Present training as and when required. (15%)
• Provide consultations as and when required.(15%)

Initiative Development 5%

• Detect issues and investigate ways to resolve them.
• Assist with creation and maintenance of enrichment documents, manuals and training.
• Conduct market research and identify new opportunities for revenue generation and client satisfaction.