Client Service Manager, Ferndale Johannesburg

SUMMARY:
Client Service Manager, Ferndale Johannesburg

POSITION INFO:

A well-established IT Firm (Insurance Industry) is seeking a Client Service Manager for their offices in Ferndale, Johannesburg. This position will report directly to the Business Managing Director.

Minimum requirements:

• Proven work experience as a Help Desk/Client Service Manager
• Hands on experience with help desk and remote control software
• Solid technical background with an ability to give instructions and guidance to a non-technical audience
• Customer-service excellence oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• BSc degree in Computer Science, Information Technology or relevant field
• Familiarity with traditional and modern support methods, tools and techniques
• Sound decision making, planning and organisational skills
• Ability to present complex information to support staff and clients alike
• Proficiency in MS Office and support experience in Software as a Service environment
• General knowledge of and experience in Software as a Service environment (5 years minimum)
• Technical qualification would be advantageous
• Strong knowledge and experience within the financial services industry, preferably intermediated short term insurance industry (including quoting, policy administration, claims management and rating systems)
• Solid working understanding of Software as a Service technology
• Proficiency in SQL and SQL scripting would be advantageous
• Experience working with online support desk tools like ZOHO Desk, Freshdesk, PC Anywhere, Microsoft Teams, Skype, Zoom, etc
• Deadline focused, driven to achieve delivery and customer satisfaction
• Attention to detail, taking pride in delivering all work to the highest standard
• Excellent verbal and written communication skills, able to listen (e.g. to requirements), interpret and articulate effectively (e.g. explaining customer business needs to a technical development team)
• Ability to work within cross-functional teams of technical and business people
• Self-sufficient in ensuring delivery, willing to take full responsibility and ownership to ensure success
• High aptitude and initiative toward learning new skills
• Willing and able to travel around South Africa in order to meet customers and partners, if necessary

Duties will include but is not limited to:

• Managing the help desk team and evaluating staff performance on an on-going basis
• Ensuring customer service is timely, accurate, of the highest standard and within the parameters of agreed to SLA’s
• Recruiting, training and supporting help desk representatives and technicians
• Setting specific customer service standards and continually striving for customer service excellence
• Contribute to improving customer support by actively responding to queries and handling complaints as well as support escalations
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement on a one-on-one basis and through online customer satisfaction surveys
• Develop daily, weekly and monthly reports on help desk team’s productivity and report back to the appropriate internal teams, like product developers, as well as senior management
• Deliver face to face as well as online client support, as and when required, whichever appropriate
• Work with the support and business teams to plan for forthcoming implementations, managing the customer’s expectations during the set-up, implementation and training phase, until handover to the support team
• Escalate, where necessary, to the development teams to ensure customer business priorities are understood and delivered upon
• Work with business, development and support teams to resolve any conflicts and customer issues

Please note: Only shortlisted candidates will be contacted

NB! This job is now closed. You can apply for other jobs by uploading your CV.