Client Service Manager (IT / Help Desk)

SUMMARY:
Our client is a well established software development firm based in Randburg. The currently have a vacancy for a qualified Client Service Manager who will be leading the technical support team. Strong knowledge and experience within the financial services industry (preferably in short term insurance) is required.

POSITION INFO:

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 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 IT 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.  

Salary Disclaimer

The advertised salary range is merely a guideline and the successful candidate cannot automatically claim an offer for the maximum advertised salary. It remains the prerogative of the future employer to offer a candidate a market related remuneration package in line with his/her qualifications, skills and level of experience.

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