Customer Relations Manager

Recruiter:

Time Personnel

Job Ref:

CPT004716/Meg

Date posted:

Wednesday, August 20, 2025

Location:

Paarl, South Africa

SUMMARY:
Have you managed a high performing Customer Relations / Retentions team, with a proven track record of implementing efficient SOP’s and have the ability to work in a fast-paced environment?

Our client based in Paarl requires the expertise of an individual who will lead and develop a dynamic customer retentions team who will drive accountability by ensuring payments are made on time, service excellence, and consistent performance.

You’ll play a hands-on role in guiding daily operations and building a positive and results-focused team culture.

POSITION INFO:
REQUIREMENTS

Matric
3 – 5 years’ experience in a similar role
Tech-savvy, able to navigate and utilize various software programs effectively (e.g. Freshdesk, FinWise, Google Sheets)
Proficiency in ticketing systems is required
Strong leadership and communication skills with a hands-on approach to problem-solving
Proven experience in customer relations or client services, preferably in financial services or collections
Analytical mindset with the ability to interpret data and translate it into actionable insights
Familiarity with reporting tools and systems

DUTIES

The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
Managing and monitoring all customer tickets to prevent overdue issues.
Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate
closely monitoring verified strike dates to ensure timely collections and accurate payment tracking.
Ensure that all team members are properly trained and continuously upskilled to meet performance standards
Ensure that document collection is prioritized and executed efficiently
Oversee the handling of cancellations with the objective of retaining clients
Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
Conduct regular one-on-one sessions with department members
Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
Analyse performance metrics from the previous day to identify trends and areas for improvement

Salary: R negotiable dependent on experience

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