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

Managing the help desk team and evaluating staff performance on an ongoing 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;

Act as a conduit between customers externally (brokers, administrators, UMAs and insurers) and our team teams internally, to ensure optimal client service levels;
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;

Skills Required
Technical

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.

Non-Technical

Deadline focussed, 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.

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

Similar jobs you might be interested in:

Key Account Manager and Client Service Manager
Location: Centurion
Salary: Monthly
Job Title: Key Account manager and client service manager (Marketing and Advertising Agency Background and Work Experience)Location: CenturionRemuneration: Market-related salary based on experience and qualifications Our client, a promotional products supplier, is looking to employ a Key Account manager and client service manager to join their team in Centurion. Will be required to have a Va...
22 days ago

Legal Advisor
Location: Johannesburg
Salary:
1 day ago

Department Manager: Spares and Services
Location: Johannesburg
Salary:
2 days ago

Property Manager
Location: Pretoria
Salary:
Our client is looking for a Property manager to join their team.
2 days ago

International Logistics Director Johannesburg
Location: Johannesburg
Salary:
International Logistics DirectorJohannesburgJob PurposeThe International Logistics Director is responsible for providing strategic leadership, governance oversight, and operational direction to the International Logistics division. This role ensures sustainable growth, operational excellence, regulatory compliance, risk management, and strong financial performance across all regions.The role leads...
2 days ago

Accounts Receivable / Billing Controller
Location: Johannesburg
Salary:
An established property group is seeking a detail-oriented Accounts Receivable / Billing Controller to take ownership of the utility billing and tenant recoveries function across a multi-property portfolio. This role is best suited to an individual with strong experience in meter-based billing, reconciliations, and debtor management within a property environment.
3 days ago

Inland Sales Manager
Location: Johannesburg
Salary: Market-related
The Inland Sales manager exists to achieve regional sales targets and manage the operational execution of business development and client retention strategies.
3 days ago

Enterprise Risk Manager
Location: Johannesburg
Salary:
If you’re the kind of risk professional who hears “we’ll deal with it later” and immediately starts drafting a mitigation plan, this Enterprise Risk manager role might be exactly what you’ve been waiting for. This is a space where foresight, control, and a touch of healthy scepticism aren’t optional, they’re what keeps the business standing.
7 days ago

Revenue Controller
Location: Johannesburg
Salary:
A leading subsidiary of an international listed company is looking for a Revenue Controller to play a key role in driving revenue accuracy and healthy cash flow. This role focuses on ensuring services are billed accurately and on time, while proactively managing client invoicing and resolving queries efficiently. Success in this position relies on building strong, trusted relationships with both c...
7 days ago

General Manager: 2IC to the COO (Technical)
Location: Johannesburg
Salary: Market Related Monthly
Job PurposeOur client is seeking a high-impact General manager: 2IC to the COO (Technical). to spearhead the operational integrity of their national telecommunications infrastructure. This is a critical senior leadership position appointment tasked with the end-to-end ownership of both their legacy Intracom platforms and their next-generation ZTE network expansion. As the strategic lead for N...
7 days ago

Client Service Manager IT

Similar jobs you might be interested in:

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

Jobseekers

Recruiter

General