Client Service Manager FULL TIME & PERMANENT

Client Service Manager

A well-established national company based in Somerset West is looking for a Client Service Manager with at least five years relevant experience in a customer-service environment and three years experience in a supervisory/management role to join their team.

Requirements:

• Relevant tertiary qualification will be advantage.
• Refrigeration / Technical  knowledge will be an advantage but
• Minimum of 3 Years’ experience in a supervisory/management role within a customer service role
• Computer literate (Excel ESSENTIAL) , Microsoft Word, Outlook, PowerPoint
• Experience in Sage Evolution will be an advantage.
• Fully bilingual with English as first language
• Excellent English communication capability.
• Good interpersonal skills and a team player.
• Able to work under pressure.

Duties will include, but not limited to:

• Management
  • Responsible for customer after-sales services.
  • Define performance KPI’s for the team and track performance.
  • Administer, finalise, and approve overtime on a weekly basis.
  • Keep track of recalls by technicians, customers, and cabinet types on a weekly basis – record reason and corrective action.
  • .
• Additional responsibilities
  • Schedule call-outs with in-house technicians and sub-contractors.
  • Monitor call logging and provide tickets on in-house system.
  • Customer quotes prep and approval as needed.
  • Manage weekend stand-by schedule.
• Administration
  • Liaise with senior management and directors on a regular basis on feedback.
  • Responsible for national ticketing and service performance of the service team.
  • Ensure all tickets on the in-house system are processed efficiently and accurately to close off tickets on time for month-end deadlines.
  • Prepare and sign off on customer quotes as needed
  • Monitor customer feedback regarding call-outs and immediately address poor service feedback.
  • Manage weekend staff stand-by schedule.
  • Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety requirements and contractual requirements.

In return a competitive salary is on offer coupled with the opportunity to work within a national company and a young, dynamic team!