Client Service Manager IT

 

Recruiter:

Denton Harvey

Job Ref:

JHB000495/MR

Date posted:

Monday, February 21, 2022

Location:

Johannesburg, South Africa

Salary:

480000


SUMMARY:
We are looking for a qualified Client Service Manager to join our team in Randburg. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues. As a Client Service Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position

JOB DESCRIPTION:

Requirements
  • BSc degree in Computer Science, Information Technology or relevant field
  • Proven work experience as a Help Desk/Client Service Manager;
  • 5 - 8 years hands on experience with help desk and remote control software;
  • Must speak Afrikaans and English
  • Excellent knowledge of SQL
  • 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;
  • 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 a Software as a Service environment;
  • General knowledge of and experience in a Software as a Service environment (5 years minimum);
  • Technical qualification would be advantageous

Primary Responsibilities
  1. Managing the help desk team and evaluating staff performance on an ongoing basis;
  2. Ensuring customer service is timely, accurate, of the highest standard and within the parameters of agreed to SLA’s;
  3. Recruiting, training and supporting help desk representatives and technicians;
  4. Setting specific customer service standards and continually striving for customer service excellence;
  5. Contribute to improving customer support by actively responding to queries and handling complaints as well as support escalations;
  6. Establish best practices through the entire technical support process;
  7. Follow up with customers to identify areas of improvement on a one-on-one basis and through online customer satisfaction surveys;
  8. 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;
  9. Deliver face to face as well as online client support, as and when required, whichever appropriate;
  1. Act as a conduit between customers externally (brokers, administrators, UMAs and insurers) and our team teams internally, to ensure optimal client service levels;
  2. 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;
  3. Escalate, where necessary, to the development teams to ensure customer business priorities are understood and delivered upon;
  4. Work with business, development and support teams to resolve any conflicts and customer issues;
Skills Required
Technical
  1. Strong knowledge and experience within the financial services industry, preferably intermediated short term insurance industry (including quoting, policy administration, claims management and rating systems);
  2. Solid working understanding of Software as a Service technology;
  3. Proficiency in SQL and SQL scripting would be advantageous;
  4. Experience working with online support desk tools like ZOHO Desk, Freshdesk, PC Anywhere, Microsoft Teams, Skype, Zoom, etc.
 
Non-Technical
  1. Deadline focussed, driven to achieve delivery and customer satisfaction;
  2. Attention to detail, taking pride in delivering all work to the highest standard;
  3. 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);
  4. Ability to work within cross-functional teams of technical and business people;
  5. Self-sufficient in ensuring delivery, willing to take full responsibility and ownership to ensure success;
  6. High aptitude and initiative toward learning new skills;
  7. Willing and able to travel around South Africa in order to meet customers and partners, if necessary.

 

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


 

 

 

Similar jobs you might be interested in:

Client Service Controller – Ocean Exports
Location: Johannesburg
Salary:
client service Controller – Ocean Exports
6 days ago


Insurance: Client Service Executive
Location: Roodepoort
Salary: R180k - 240k per year + performance bonus
client service, customer service, customer executive, insurance
64 days ago


Insurance: Client Service Executive
Location: Roodepoort
Salary: R180k - 240k per year + performance bonus
client service, customer service, customer executive, insurance
85 days ago


Real Estate Sales Manager - Parow ) Western Cape)
Location: Johannesburg
Salary:
1 day ago


Finance Manager
Location: Johannesburg
Salary: Market Related
Are you ready to take the lead in shaping the financial heartbeat of a dynamic organization? This is your opportunity to step into a strategic role where your expertise in financial management will not only be valued, but truly make an impact. If you’re driven to ensure precision in reporting, uphold financial integrity, and guide a branch toward long-term stability, this position is for you...
2 days ago


Business Development Specialist
Location: Johannesburg
Salary: 50000 Monthly
Job Title: Senior Business Development SpecialistLocation: Gauteng Industry: Contract Catering   Type: Permanent       / Environment: Commercial, fast-paced, client-facing About the Role Our client within the Contract Catering sector is looking for an experienced Senior Business Development Specialist to secure new business opportunities and support growth through the effe...
2 days ago


Real Estate Sales Manager - Parow (Western Cape)
Location: Johannesburg
Salary:
2 days ago


Senior Actuarial Manager: Non-Life Reserving & Capital
Location: Midrand, Gauteng
Salary: R1 000 000 - R 1 200 000 Per Annum
Senior Actuarial manager: Non-Life Reserving & Capital
2 days ago


Field Service Technician
Location: Midrand
Salary:
New role is available for a Field service Technician for our client in the Engineering Industry, based in Midrand JHB.
3 days ago


Compliance Monitoring Manager
Location: Johannesburg
Salary: 720000 Annually
Your Next Step: Compliance Leadership Opportunity based in Gauteng
3 days ago


Create a free job alert for Client Service Manager IT in Johannesburg

Enter your email address below and we will email you similar jobs when they become available:

You can cancel at any time. We will not spam you.
By giving us your email address your agree to our Terms and Conditions

 

Jobseekers

Register your CV Search jobs CV writing

Recruiter

Advertise jobs Search the CV database

General

Disclaimer Terms and conditions Privacy policy Cookie policy POPIA manual Unsubscribe

© Copyright 2025 Job Placements. All Rights Reserved.