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:

4 X REMOTE CUSTOMER EXPERIENCE LEADERS R23000.00 + INCENTIVES THIS POSITION IS FOR CANDIDATES WITH SERVICE ADVISING EXPERIENCE, PREFERABLY FEMALE, BUT MY CLIENT WILL LOOK AT A GOOD MALE
Location: Johannesburg
Salary: 23000
MUST BE VERY WELL SPOKEN, AS THEY DON''T UNDERSTAND OUR SOUTH AFRICAN ACCENTS, AS WELL AS THE HOURS!
3 days ago

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

Client Service Executive
Location: Johannesburg
Salary:
22 days ago

Sales & Client Service Coordinator
Location: Johannesburg
Salary:
Sales & client service Coordinator Area: Petit , Benoni
31 days ago

Agent du service client / French - Customer care Agent
Location: Johannesburg
Salary: neg Monthly
We are looking for a dynamic and customer-focused French-Speaking Customer Care Agent or Spanish speaking agent to join our international contact centre team. This role is ideal for someone with strong interpersonal skills, solid it proficiency, and previous experience in delivering excellent customer service in a fast-paced, multilingual global call centre environment.
1 day ago

Cyber Security Manager
Location: Johannesburg
Salary: 1 Monthly
it manager
Today

National Utilities Manager - Sandton
Location: Johannesburg
Salary: R800 000 Annually
Role PurposeThe National Utilities manager is responsible for managing and improving utilities consumption across the organisation, ensuring that the environmental footprint and carbon emissions are minimised in a sustainable and cost-effective manner. The role oversees reporting on variances, utility billing administration, service provider management, and utility expense control. This includes w...
1 day ago

Capex Manager - Bedfordview
Location: Johannesburg
Salary: R600 000 Annually
Role PurposeThe Capex manager will be responsible for overseeing the execution of all capital expenditure (capex) projects from inception to completion. The role includes cost control, financial reporting, vendor management, and ensuring projects are delivered on time, within budget, and in line with quality standards.Key ResponsibilitiesCapex Strategy & PlanningDrive innovation in project man...
1 day ago

Sage 300 Cloud (Accpac) Consultant
Location: Johannesburg
Salary:
Our client, a leading organisation in the ERP software industry, is seeking an experienced ERP Support Consultant to join their team in Johannesburg. This role will focus primarily on providing support and upgrades for Sage 300 environments, with opportunities to expand into broader ERP solutions and projects.
1 day ago

National Utilities Manager
Location: Johannesburg
Salary: 000
We are seeking a National Utility manager to manage and improve utilities consumption within the organisation in line with agreed policy and strategy; so that environmental footprint and carbon emissions are minimised economically and sustainably.
1 day 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