Client Services Manager

Job Overview

Our client is a dynamic UK based company, and based in Sandton SA. A global leader in digital health and genetic testing, dedicated to providing valuable and actionable health information. Our client operate their own Internationally Accredited Laboratories.

Requirements:

  • Experience managing larger client support teams
  • Complex with lots of different systems and processe
  • The role is to ensure the overall smooth running and management of various client facing and / or operational functions within the company and relating direct to consumer and corporate initiatives.
  • You will primarily be focused on managing our growing customer care and support teams
  • +6 years experience managing a customer-centric team
  • Microsoft, Zendesk and Salesforce experience beneficial

Key Competencies: 

  • Organised with ability to prioritise effectively & manage time efficiently
  • Flexible and adaptable in a fast paced environment
  • Ability to build effective relationships with both internal or external stakeholders
  • Detail orientated with clear communication skills
  • Critical thinking, decision making and problem solving skills
  • Ability to work within a team to ensure overall awareness
  • Technically literate with experience of Salesforce, Zendesk, Microsoft and Google platforms
  • Ability to maintain composure to ensure overall customer satisfaction
  • Strong administration and people management skills

Relationships: 

  • Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
  • Implement and monitor processes for customer service representatives to interact with customers via telephone, email, and live chat
  • Provide training on handling of sensitive customer service issues and ensuring escalations are handled effectively
  • Ensure SLAs are met within the Community Success Team
  • Liaise with internal departments, suppliers and vendors to ensure a gold standard customer journey end to end
  • Provide support and guidance to the Community Success Team by identifying and eliminating barriers to accuracy, productivity, and quality
  • Provide support to our international offices to ensure all priority items are dealt with effectively
  • Support the Operations Team in implementing and enforcing operating procedures
  • Manage and maintain daily reports to ensure dispatch, delivery and team awareness on daily orders

 

 

Job Detail
  • Offerd SalaryR40000 to R45000
  • Experience0 to 3 years
  • QualificationNo education
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