Client Service Manager (Refrigeration industry)

SUMMARY:
Our client in Somerset West is seeking a highly motivated and experienced Client Service Manager to join their team. The ideal candidate will have a minimum of 5 years' experience in a customer service environment, with at least 3 years in a supervisory or management role. A Grade 12 qualification is required, and a relevant tertiary qualification would be advantageous. Refrigeration knowledge is a plus, along with proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook). Experience with Sage Evolution is an added benefit. The successful candidate must possess excellent communication and interpersonal skills, be able to work under pressure, and have a positive attitude with a strong ability to meet deadlines and solve problems proactively. A willingness to work standby is also essential.

POSITION INFO:
A recent professional profile photo is to accompany your application
EMPLOYMENT TYPE    :           Permanent
SECTOR                          :           Commercial Refrigeration Solutions / Client Service
BASIC SALARY              :           Market Related
START DATE                  :           A.S.A.P / Immediate

REQUIREMENTS:

• Minimum qualification Grade 12
• Relevant tertiary qualification will be advantage
• Refrigeration knowledge will be an advantage
• Minimum of 5 Years’ experience in a customer-service environment
• Minimum of 3 Years’ experience in a supervisory/management role
• IT knowledge and capability: Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Experience in Sage Evolution an advantage
• Willingness to work standby
• Excellent communication skills
• Good interpersonal skill
• Clear and professional articulation when answering customer calls
• Enjoy working in a team environment
• Positive attitude and ability to work against deadlines, proactively solve problems
• Able to work under pressure

• Responsible for customer after-sales services.
• Define performance KPIs for the team and track performance.
• Administer, finalize, and approve overtime on a weekly basis.
• Keep track of recalls by technicians, customers, and cabinet types on a weekly basis—record reasons and corrective actions.
• Promote teamwork within the department and cross-functionally. Actively resolve issues that arise.
• Manage subcontractors to ensure the business meets customer needs and maintains cost targets, balancing internal technicians, overtime, and outsourced jobs.
• Perform duties cross-functionally with other departments when needed.

• Schedule call-outs with in-house technicians and subcontractors.
• Monitor call logging and provide tickets on the in-house system.
• Prepare and approve customer quotes as needed.
• Collect and address customer feedback regarding call-outs.
• Manage the weekend stand-by schedule.

• Liaise with senior management and directors regularly for feedback.
• Responsible for national ticketing and service performance of the service team.
• Ensure all tickets in the in-house system are processed efficiently and accurately to meet month-end deadlines.
• Prepare and sign off on customer quotes as needed.
• Monitor customer feedback regarding call-outs and immediately address any poor service feedback.
• Manage the weekend staff stand-by schedule.
• Manage, administer, and approve subcontractor documentation. Ensure subcontractors comply with the company’s health and safety and contractual requirements.

• Monday to Friday: 08:00 – 17:00