Customer Relationship Manager (Operational), Pretoria

Customer Relationship Manager Location:

Pretoria East

Salary:

R20 000 p/m (negotiable)

Key Purpose Statement To ensure that the customer services agents are deployed and managed effectively in order to have the appropriate mix of skill and availability of staff to support the business processes that will effectively meet customer requirements at all times.

Key Outputs and Accountabilities Customer Service (CS) Department Strategy Ensure all relevant business strategies, policies and procedures are implemented and adhered to in order to ensure alignment to business objectives. Customer centricity is always the top priority.

Operational Responsibilities

Assist employees with complex queries and requests

Assist with customer queries and complaints, telephonically and face to face

Ensure that effective, efficient and consistent CS business processes are aligned to the company's business objectives

Ensure effective, efficient and consistent communication of CS performance metrics and improvements by circulating reports

Working with senior management to propose, agree and deliver CS services according to defined Service Level Agreements

Ensure that all service level agreements are met on a daily basis

Analyse trends and total CS performance and report on it

Setting and meeting performance targets for speed, efficiency, sales and quality

Liaising with team leads, supporting departments and third parties to gather information and resolve issues

General Office Administration Duties

Returns management

Parked order management

Refund management

Escalation management

Performance management

Online payment administration (PayFast)

Professional Photographer database administration

Process facilitation

Communication facilitation

Error management and communication

Telephony management

Price negotiation on bulk orders

Customer Services reporting

Managing of log entries on Podio

Team management

Continuous at the work station coaching

General Responsibilities

To understand and maintain a disaster recovery plan

To review and improve all CS process and system improvements and programs; prior to their implementation

Managing morale in centre for optimal productivity and drive positive team culture

Planning and managing change

Managing the daily running of the interaction centre

People Management

Maximise the contribution of staff and ensure staff related performance meets key strategic objectives across critical dimensions

Supervise, monitor, develop and coach interaction centre employees

Manage people, coaching; identify training needs, performance issues, disciplinary measures and evaluation of team

Shift Scheduling

Schedule shift work according to demand analysis and send to relevant stakeholders

Adjust weekly schedules

Schedule all agents according to call

Schedule all necessary training based on the training needs and analysis given by HR

Schedule all necessary business development initiatives to support the department and plan for the event to ensure that the CS is not negatively impacted

Competencies

Sound operational knowledge of call centre and customer services management

Drive customer‑centricity throughout the business

Dynamic with excellent attention to detail

Target&service driven

Well‑developed planning, organising and time management skills

Well‑developed leadership and proven people management skills

Customer focused

Excellent verbal and written communication skills (English/Afrikaans)

Analytical, numerate and detailed oriented

Dynamic and inspiring leader

Self‑management practices understood and applied

Resilient personality

Ability to cope and thrive under pressure

Calm and level headed approach.

Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals

Listening skills, to understand exactly what customers require

Problem‑solving skills

Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations

Motivational skills and an ability to supervise and lead a team

Creative thinking, to be able to come up with new ideas to improve customer service standards

An ability to work well under pressure

Good personal presentation, especially when working with customers face‑to‑face

A commitment to improve your own customer service skills on an ongoing basis.

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