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An opportunity has arisen in the Service Department for a self-driven and motivated individual who will be responsible for the following:
Purpose
To plan, co-ordinate and control the activities of the call centre department to maintain and enhance excellent customer relationships, retain existing customers and increase customer base in line with company objectives
Key responsibilities for this position include, but are not limited to:
Customer Service Plan/Strategy
Design and implement strategies to improve quality of service, productivity and profitability
Build strategic partnerships with third parties e.g. service centres, dealers, to enhance and improve call centre and customer service
Development & Expansion of CIC Infrastructure to ensure business operations continue to function properly in a cost effective manner
Standard CIC Processes
Develop and implement customer service policies and procedures that support the turnaround time
Define and communicate customer service standards and ensure adherence and compliance
Review and assess customer service contracts/SLA and ensure they are aligned to company objectives
Ensure compliance with work procedures and rules and suggest improvement to increase efficiency
Management and maintenance of accurate Customer Profile & Database of CIC
Digital Channel Expansion
Monitor SDS Implementation and ensure continuous Support (Smart Digital Systems)
Management and maintenance of customer Profile & Database of CIC on social media platforms
Monitor and ensure SNS expansion & management for fast and regular communication and interaction with customers (Social Network Service)
Increase company visibility on social media to enable communication and interaction with company customers
Monitor and manage these relationships on a continuous basis.
Manage Infrastructure (Hardware & Software) and maintenance to ensure efficiency that supports goals of the business unit
Management of LMS/SMS & HE Remote Process
Mystery Survey Execution
Request customers to provide feedback on service agents and customer service experience to identify areas for further improvement
Analyze service performance data (repair turnaround time, cost, part supply, appointment, responsiveness and etc.) in order to provide utmost satisfaction to the customer
Provide necessary and regular training and information to the staff and contractors to fulfil required service to the customers
Audit and make corrective action for the performance of the direct service centres
Resolve customer complaints and service related issues and improve overall CIC service delivery
CIC Overall Quality Management
Monitor and manage NPS & VOC to ensure efficiency
Manage Net Promoter Score (NPS) to assess customer loyalty to company brand, products or service.
Manage Voice of Customer (VOC) in order to reduce customer churn and foster long lasting relationships which may increase customer base
Listen and continuous improvement in the overall customer experience of customer service
Manage CIC Quality of calls and overall performance & monitor achievement of KPIs
Onsite Task Execution on time and ensure deadlines are met
Operations Management
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Regular status meetings with all strategic partners regarding customer queries to monitor and ensure customer satisfaction.
Oversee the achievement and maintenance of agreed customer service levels and standards
Close interaction with all departments to resolve customer queries
Training Management
Provide necessary and regular training and information to the staff and contractors to Fulfill required service to the customer
Reporting
Weekly feedback to management regarding customer service status and recommendations for improvement
Drafting of reports and any correspondence
Prepare a monthly customer service analysis report for management
Prepare presentations, proposals and plans as and when requested
Qualifications and Experience
Relevant Tertiary Qualification
7 – 10 years experience in a customer service environment
In-depth knowledge of customer service principles and practices
Experience in resolving customer queries and giving regular feedback
Knowledge of Electronics Industry an advantage
Possession of a reliable vehicle and a valid driver’s licence
Competencies Required
MS Office at an advanced level
Customer service oriented
Problem analysis and problem-solving
Decision-making
Planning and organizing
Presentation skills
Strong Relationship Building
Honesty, integrity and ethical conduct at all times
Strong technical knowledge and background
Ability to function under pressure and still meet deadlines, very important
Excellent oral and written communication skills
Monthly travel to international countries. (As required)
Bi-monthly travel to regions such as Durban and Cape Town as well as neighbouring countries in Southern Africa Region
To apply immediately for this position click
here.
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