Position: Clients Service Manager
Within this role, the CSM shall be responsible to completely understand the customer’s expectations, must identify the requirements of the organisation to meet those expectations and report to the Directors on a regular basis regarding the needs associated with the status of each client’s project.
The ideal candidate will guide a highly motivated team of business executives, account managers, BDMs and credit control team on delivering world class service, increasing revenue and meeting key performance indicators/services levels.
He/she will also ensure compliance, billing and reporting activities are completed within the agreed service levels.
Duties and responsibilities:
Within this role, the CSM shall be responsible to completely understand the customer’s expectations, must identify the requirements of the organisation to meet those expectations and report to the Directors on a regular basis regarding the needs associated with the status of each client’s project.
The ideal candidate will guide a highly motivated team of business executives, account managers, BDMs and credit control team on delivering world class service, increasing revenue and meeting key performance indicators/services levels.
He/she will also ensure compliance, billing and reporting activities are completed within the agreed service levels.
Duties and responsibilities:
- To manage the day-to-day practices of the team so as to ensure attainment and continuous improvement of a high quality service, team building and maintaining a strong team ethos of professionalism, accountability and loyalty though application of coaching, utilizing SMART objectives to continually monitor and improve quality and performance.
- Respond to face to face, phone, email and written enquiries and provide administrative coordination to the marketing team.
- To monitor and evaluate records of telephone discussions or correspondence with clients, to ensure clarity and consistency on service delivery.
- To analyse quantitative and qualitative data for management reports, in order to improve current client service delivery and reputation with input from the company’s Quality Management Representative(QMR)
- To implement and maximise any changes to the organisation’s products/services or processes/procedures which affect the operation of client service.
- To build, manage and maintain strong inter-departmental relationships and communication within the organization and work in partnership with other team members to deliver a high standard of service which promotes positive and continuing client relationships.
- Respond to all customer complaints in writing and keep accurate record of their details, action taken
- Establish a relationship with each client and become intimately familiar with the specific requirements of each client
- Attend and represent The organisation at conferences, sponsorship events, CSR activities and other meetings to promote company’s services and overall business
Skills/Qualifications & Experience
- A degree holder, preferably in Business or related field
- At least 5 years minimum in a well rounded customer services role
- Proven ability to identify, analyse and solve problems effectively and creatively when dealing with clients in a manner that supports both the client and the organization
- Passionate about clients service ad ability to engender the same in the team
- Able to build good working relationships across all levels, demonstrate individual accountability and ability to prioritise work under pressure
- Strong attention to detail and multi-tasking is essential
- Those with corporate client service experience will have an added advantage
Only shortlisted candidates will be contacted.